Major Incident Manager

Netcompany Group; Leeds; On-site; GBP 40,000 - 55,000; Full time

Job summary

A leading technology transformation firm based in Leeds is seeking a Major Incident Manager to enhance its service delivery capability. The successful candidate will ensure that Major IT Incidents are handled efficiently within an ITIL framework, managing communication and driving resolution efforts. Applicants should have substantial ITIL experience, leadership skills, and be willing to work flexible hours for project demands. The role offers career development and exposure to an innovative environment.

Benefits

25 days’ holiday

Private Medical Health care

Pension contribution

Life Assurance

Professional certifications supported

Retail discounts

Qualifications

• Considerable experience in an ITIL based Service Management environment.
• Experience in managing escalations and team coordination.
• Ability to work 24/7/365 as part of an on-call rota.

Responsibilities

• Act as the main escalation point for Major IT Incidents.
• Setup and distribute Major Incident Communication.
• Complete Major Incident Report and Post Incident Review meetings.

Skills

ITIL Service Lifecycles

Team leadership

Self-motivation

Flexibility

Integrity

Education

ITIL Foundation V4

Job description

Company Description

Netcompany is one of the fastest growing technology companies in the UK, recognised for disrupting the marketplace and helping to transform the IT sector. We deliver IT Transformation and Delivery services to some of the most well‑known organisations in the UK and can count 18% of the FTSE 100 as clients, delivering services across several different sectors.

Netcompany has ambitious growth plans for the next few years and will continue to win and deliver multi‑million‑pound projects, offering a fantastic opportunity for all members of staff to grow with us and carve out a challenging, successful and rewarding career.

Job Description

We are looking for a Major Incident Manager to join our team on a permanent basis to drive forward our delivery capability and deliver optimum solutions to the clients. Based in Leeds this is a great opportunity to join one of the most exciting, innovative, prestigious, and forward‑thinking technology‑enabled organisations in the UK.

Our Service Management Practice delivers infrastructure support services to a significant number of clients across multiple sectors. The current Service Delivery team is approximately 55 strong and offers prospective candidates with the opportunity for significant recognition, skills and technology exposure and career development and training across multiple business areas.

The role is primarily Leeds based however you may be expected to work at our client locations as and when required.

The Major Incident Manager will ensure SLA/KPI targets are being achieved and the contracted scope of services are being delivered efficiently within an ITIL® framework. The candidate will ensure that highly effective communications and levels of understanding are maintained with the client and suppliers through regular and ad‑hoc meetings.

Key Responsibilities

• Acts as the main escalation point for Major IT Incidents and takes full ownership of facilitating the restoration of service following of Major Incidents within the agreed SLA's in a multi‑supplier environment.
• Setup and distribute Major Incident Communication during the major incident life cycle, until resolution, and ensure progress on incidents is continually assessed, making appropriate interventions, directing and facilitating resolution activity.
• Update ITSM toolset, capturing all updates and actions.
• Complete Major Incident Report, set up and run Post Incident Review meetings and ensure all problem records are logged and progressed with suppliers.
• Complete Monthly reporting for Major Incidents and Problem Management and run daily/weekly Major Incident and Problem Meetings.
• Ensure all problem records are logged and progressed with suppliers.
• Manage the end‑to‑end reactive and proactive Problem Management Process.
• Support the Major Incident Team Leader when required, including assisting with team coordination, managing escalations and prioritising workloads during peak periods or absences.

Qualifications

• Considerable experience of working with the ITIL Service Lifecycles in an ITIL based Service Management environment.
• ITIL Foundation V4 or equivalent experience.
• Experience supporting team leadership activities, including managing escalations, coordinating rotas and helping to prioritise team workloads.
• Self‑motivation, flexibility, initiative and integrity are required to ensure that our clients and the Netcompany management have a high degree of confidence in the candidate's ability to efficiently deliver within the role with minimal intervention.
• Must be willing to travel for projects if/when required.
• This position requires 24/7/365 day cover so candidates must be flexible and able to work out of hours as part of an on‑call rota.

Netcompany Academy

Through our Netcompany Academy, we offer a diverse range of courses, seminars and certifications carefully curated to support your development. As you advance in your career, the Academy tailors its offerings to enhance your managerial skills, deepen your understanding of methodologies, hone your leadership abilities and fine‑tune your strategic acumen.

As you progress through the content, you’ll naturally take on more responsibility and network with your peers.

Essentials

• Must be willing to do UK based travel for projects.
• Must have the right to work in the UK.
• Must be able to attain a UK Security Clearance.

Benefits Include

• 25 days’ holiday.
• Private Medical Health care via Vitality.
• Pension contribution, Life Assurance.
• Professional certifications supported as part of learning and development.
• A range of retail discounts to enhance your lifestyle, encompassing restaurants, supermarkets, travel, leisure activities and health and well‑being services.
• Access to our Employee Resource Groups; our groups represent diverse backgrounds and provide a platform for colleagues to connect, learn and support one another.

Company Information

Join Netcompany, where we proudly hold the 5th position the esteemed UK Top 50 Best Places to Work in the Glassdoor Employees’ Choice Awards for 2024.

At Netcompany, we pride ourselves on our entrepreneurial spirit and our capacity for doing things differently. Our culture is built on fostering low bureaucracy, emphasizing high agility and promoting flexibility, enabling everyone to contribute their best.

Our journey began in the UK with the acquisition of Hunter Macdonald in 2017. As one of Northern Europe’s most accomplished IT companies, we have expanded our headcount globally to 7,400+ employees and have offices in UK, Denmark, Norway, Poland, Holland and Vietnam.

Netcompany is committed to providing an inclusive and barrier‑free recruitment process for anyone wishing to apply for a job with us. We operate a Disability Confident Interview Scheme which means that we offer guaranteed interviews to all applicants with a disability who meet the minimum criteria for a role. Applicants are asked to opt in, so please let us know if you wish your application to be considered under this scheme.

If you need any reasonable adjustments or extra support during the recruitment process, please contact us at [e-mail].