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.