Major Incident Manager.

Major Incident Manager - Belfast - up to £47,000 - full time and onsite

We're working closely with a large UK based outsourcing and professional services company to support them on role that is focused on taking full ownership of all major incidents affecting service performance across a multi-client/shared services environment.

You will be responsible for:

• Take ownership of all high-priority and major incidents from start to resolution
• Assess incident impact, verify priority, and manage progression across technical teams
• Act as the central communication point between recovery teams, service delivery, and stakeholders
• Facilitate and lead conference calls when required to coordinate recovery actions
• Ensure incident records are accurate and complete, including resolution details
• Produce and distribute management-level incident summaries
• Escalate issues appropriately and in line with the incident process
• Support post-incident review activities and contribute to ongoing process improvement
• Provide cover for other incidents as needed, including some lower-priority cases

Key Requirements:

• 2-3 years' experience managing major/high priority incidents in a shared service or multi-client setting
• Strong understanding of ITIL and incident management principles
• Familiar with tools like Remedy or similar ITSM platforms
• Comfortable working in a shift-based rota, including early (7:30am) and late starts (11am), plus some on-call where needed
• Excellent communication and coordination skills
• Calm and structured approach to high-pressure situations