Major Incident Manager – 10372JS

Website Proactive IT


€275 – 290 per day

Major Incident Manager

100% Remote – Inside IR35

Our global client is looking for a Major Incident Manager to join their European team on a contract basis, you will be joining a fast paced environment and regularly be dealing with Business Relationship Managers, Infrastructure Portfolio Managers and other senior business leaders. 

Essential Duties and responsibilities

  • Manage Major Incidents impacting our internal/external customers and Problem Management/Root Cause Analysis processes.
  • Participate as a subject matter expert in the onboarding of new applications for ITSM Support
  • Coordinate across various teams to ensure process alignment, tooling requirements definition, and governance practices are established.
  • Understanding of DevOps/DevSecOps
  • Lead Major Incident bridge calls, ensuring appropriate participation from resolution teams, sending stakeholder communications, and interacting with internal customers regularly.
  • Participate in Process Governance and process documentation.
  • Ensure alignment on all processes across North American and EU and APAC
  • Understanding of and adherence to ITIL and ITSM Best Practices
  • Ability to work on a 24x7x365 on-call rotation.
  • Establish metrics and reporting to create visibility into all Major Incidents and progress of open Problems (PowerBI experience is preferred)
  • Experience in Metrics/Reporting with ServiceNow and/or PowerBI

Major Incident Manager

100% Remote – Inside IR35

Due to the volume of applications received for positions, it will not be possible to respond to all applications and only applicants who are considered suitable for interview will be contacted. 

Proactive Appointments Limited operates as an employment agency and employment business and is an equal opportunities organisation

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