Join to apply for the Major Incident Manager role at Z-Axis Graphics.

My client is seeking an experienced Major Incident Manager to join them on a remote basis. You will be responsible for overseeing and managing all high-severity incidents, ensuring effective communication and coordination across stakeholders to restore services swiftly and efficiently.

Overview

Key to this role is taking full ownership of major incidents, acting as the central point of contact between service delivery teams and technical recovery resources. You will manage the incident lifecycle, contribute to process improvements, and help shape service enhancement initiatives.

Key Responsibilities

• Take full ownership of high-severity incidents from initiation to resolution.
• Assess and verify incident priority, updating and reallocating as necessary.
• Determine the severity and impact of incidents for appropriate escalation.
• Coordinate and communicate effectively throughout the incident lifecycle.
• Facilitate technical and management conference calls during incidents.
• Provide timely updates to stakeholders throughout major incidents.
• Ensure incidents progress in line with processes and SLAs.
• Confirm resolution and service restoration, completing necessary validations.
• Produce post-incident reports.
• Participate in closure and review of lower-priority incidents as required.
• Conduct post-incident reviews with support teams and stakeholders within agreed timeframes.

Essential Skills & Experience

• Proven experience managing high-priority incidents in a shared service or multi-client IT environment.
• Strong understanding of ITIL principles and frameworks.
• Familiarity with IT service management tools such as Remedy or similar platforms.
• Excellent communication, coordination, and stakeholder management skills.
• Ability to perform effectively under pressure in high-stakes situations.

Desirable Attributes

• Proactive mindset with a commitment to continuous improvement.
• Ability to analyze trends and identify service enhancement opportunities.
• Strong problem-solving and decision-making skills.

Additional Details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Management
• Industry: Strategic Management Services

This job posting appears to be active. The role is based in Belfast, Northern Ireland, with some updates posted recently.