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Major Incident Manager
IVC Evidensia UKMajor Incident Manager leading response to critical technology incidents at IVC Evidensia. Ensuring timely service restoration and minimal business impact across complex IT landscape.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing Major Incidents and Problem Management processes aligned with ITIL principles, ensuring effective communication and collaboration across technical teams to minimize service impact and enhance operational stability.
Highest-signal resume keywords
Major Incident ManagementITIL Best PracticesCross-Functional Team CoordinationRoot Cause AnalysisIncident Reporting
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Incident ManagementProblem ManagementService Impact AssessmentTimelines ProductionRoot Cause Analysis
Soft Skills
Clear CommunicationOrganizational SkillsDecisiveness Under Pressure
Industry Keywords
Technology EnvironmentService RestorationOperational Risk ManagementContinuous ImprovementCollaboration Culture
About the role
Key responsibilities & impact- Lead the end-to-end management of major and critical incidents, ensuring timely service restoration and minimising business impact.
- Coordinate real-time triage, diagnosis, recovery activities, and decision-making across multiple teams.
- Provide clear, concise, and timely communications to stakeholders at all levels, including senior leadership.
- Manage operational and service risks throughout the incident lifecycle.
- Produce accurate incident reporting, timelines, service impact assessments, and post-incident reviews.
- Drive robust root cause analysis and ensure corrective actions are identified, tracked, and delivered.
- Chair regular Problem Review meetings and work closely with Technology teams to address recurring issues.
- Identify trends, patterns, and opportunities for improvement to enhance service stability and reduce future incidents.
- Champion ITIL best practice and foster a culture of collaboration, accountability, and continuous improvement.
Requirements
What you’ll need- Proven experience managing Major Incidents within a large, complex technology environment.
- Strong knowledge of Incident and Problem Management processes, ideally aligned to ITIL principles.
- Experience leading conference bridges and coordinating cross-functional technical teams during high-severity incidents.
- A calm, organised, and decisive approach when working under pressure.
Benefits
Comp & perks- Healthcare Cash Plan
- Cycle to Work scheme
- Green Cars salary sacrifice scheme
- Voluntary benefits: choose from a range of benefits to suit you
- Discounted staff pet care
- Access to discounts/cashback with hundreds of participating retailers