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Major Incident Manager
Orro GroupLead Major Incident Management for Orro's customers, managing critical incidents effectively. Ensure clear communication and documentation while maintaining stakeholder focus during high pressure events.
Tech Stack
Tools & technologiesITSM
About the role
Key responsibilities & impact- Own the Major Incident Management process for events affecting Orro and our customers, leading the response from the moment an incident is raised through to restoration and follow up
- Chair bridge calls, coordinate resolver groups across multiple technical domains, and keep customers and internal stakeholders informed throughout
- Work closely with Incident, Problem and Change Management teams to ensure every major incident is properly closed out, and you will be the escalation point to the Executive Team when business impact is critical
- Lead, chair and drive all Major Incident investigation activities, bridge calls and resolver group coordination
- Prioritise incidents based on urgency and customer impact, and own the path to restoration via workaround or permanent fix
- Matrix manage technical teams across multiple disciplines under pressure, keeping focus and momentum on resolution
- Communicate clearly and confidently with stakeholders at every level, from engineers to executives, in both verbal and written form
- Produce and maintain Major Incident documentation including escalation paths, communication plans and response procedures
- Ensure Post Incident Reviews, Problem records and Change records are completed and that lessons learned feed back into the process
- Refine the Major Incident Management process over time to improve speed, quality and consistency of response
Requirements
What you’ll need- 3+ years' experience in IT Service Management or a closely related role
- ITIL Foundation Certification, V3 or V4
- Strong working knowledge of IT service management tooling and processes
- Proven ability to stay calm and decisive under pressure, leading teams through high stakes incidents
- Excellent verbal and written communication skills, with the ability to translate technical detail for non technical audiences
- Experience applying structured fault isolation and problem solving techniques such as Kepner Fourie, Ishikawa or Stepwise Refinement
- Bachelor's degree in Information Technology, Engineering or a related field
- Current vendor certifications such as Cisco CCNA or CCNP, Fortinet NSE, Meraki or Juniper
Benefits
Comp & perks- HMO with dependent cover
- Extra vacation leave
- Public holiday swaps that reflect cultural and family diversity
- Extended maternity leave
- Flexible work options
- Leadership and development programs
- Paid volunteer leave
- Extra allowances
- Employee discounts
- Access to a wellbeing platform filled with expert fitness, nutrition, and mental wellness resources
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
IT Service ManagementMajor Incident ManagementProblem ManagementChange ManagementFault IsolationProblem Solving TechniquesKepner FourieIshikawaStepwise RefinementDocumentation
Soft Skills
LeadershipCommunicationDecisiveness under pressureStakeholder managementCoordinationFocusMomentumVerbal communicationWritten communicationCalmness
Certifications
ITIL Foundation CertificationCisco CCNACisco CCNPFortinet NSEMerakiJuniper