Major Incident Manager

Major Incident Manager

Location: Sheffield

Day Rate: Up to £500 per day Inside IR35

Duration: Until end March 2027 (with likely extension)

Type: Full-time, 5 days per week

Hybrid: 2-3 days in the office, remainder remote

We’re seeking a Major Incident Manager to lead the response to critical incidents across complex enterprise environments.

You’ll work closely with technical teams, suppliers and stakeholders to restore services quickly, reduce recurring incidents and help build a more proactive operational model.

We are looking for someone who understands complex environments, can influence senior stakeholders in the right way, who is a natural leader, has good technical understanding, can leverage AI, and understands customer impact.

Key Responsibilities

• Lead Major Incident response across network, infrastructure, cloud and security environments
• Coordinate technical teams, suppliers and stakeholders during major outages
• Chair incident bridge calls and drive rapid service restoration
• Produce PIRs, lead root cause analysis and drive Problem Management
• Improve service stability, reduce incident volumes and shorten MTTR
• Support Event Management activities including alert optimisation, event correlation and monitoring improvements
• Work with monitoring and observability teams to proactively identify risks and service issues
• Support automation and AI-enabled operational initiatives
• Provide executive-level communications and incident reporting
• Support Disaster Recovery, Business Continuity and Operational Resilience testing
• Monitor supplier performance against SLAs and KPIs
• Participate in an on-call rota

Essential Experience

• Major Incident Management within large enterprise environments
• Strong understanding of infrastructure, networks, cloud and security technologies
• Experience managing high-severity incidents and technical recovery activities
• Knowledge of Event Management, monitoring and observability practices
• ITIL Incident, Problem and Change Management expertise
• Excellent stakeholder management and communication skills
• Ability to remain calm and effective under pressure
• A commercial or operations background

Desirable

• AI Ops, AI-assisted monitoring or automation experience
• ITIL Certification
• ISO 22301 and/ or ISO 27001 knowledge
• Cisco, VMware, Veeam, Fortinet, SIEM or vulnerability management experience

If you’re passionate about operational excellence, service improvement and helping organisations move from reactive to proactive IT Operations, we’d love to hear from you.