Ubique Systems
Incident Manager
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Critical Incident Manager
Location: London, UK
Contract: 6 Months + Extension
Working Model: Hybrid
Role Overview
We are seeking an experienced Critical Incident Manager to take ownership of high-priority and major incidents across a complex, multi-provider IT environment. The role requires strong technical understanding, stakeholder management, and the ability to lead incident resolution from initiation through closure while minimizing business impact.
Key Responsibilities
- Own and manage Major/Critical Incidents from start to resolution.
- Coordinate incident resolution across multiple Service Providers and technical teams.
- Lead technical conference bridges and business update calls.
- Provide regular updates to senior management, stakeholders, and customers.
- Drive timely decision-making to minimize business impact.
- Act as the first point of escalation for high-priority incidents.
- Track issues, actions, and escalations through to completion.
- Conduct formal Post-Incident Reviews/Post Mortems.
- Identify recurring stability trends and escalate them through Problem Management.
- Chair emergency break-fix and critical incident calls.
- Ensure incidents involving multiple providers are resolved within agreed SLAs.
- Drive service improvement and contribute to reducing incident recurrence.
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Essential Skills & Experience
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- 7+ years of Incident/Critical Incident Management experience.
- Strong understanding of IT services, IT infrastructure, and multiple technology domains.
- Experience managing Major Incidents in multi-vendor/service-provider environments.
- Strong knowledge of ITSM processes and tools.
- Excellent stakeholder and senior management communication skills.
- Proven troubleshooting and problem-solving abilities.
- Strong leadership, coordination, negotiation, and influencing skills.
- Ability to lead technical discussions with infrastructure and application support teams.
- Strong understanding of business impact and urgency during service outages.
- Experience with SLA management, escalation, incident communications, and Post Mortems.
- Ability to manage multiple stakeholders and competing priorities under pressure.
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