Anson McCade
Major Incident Manager
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About the Role
This is an opportunity to join a high-performing operations team responsible for managing business-critical IT incidents across large enterprise environments. You will play a key role in driving service restoration, coordinating technical teams, and ensuring effective communication throughout the incident lifecycle.
What You'll Be Doing
- Leading and managing high-priority P1/P2 incidents through to resolution.
- Chairing major incident bridge calls and coordinating cross-functional technical teams.
- Acting as the central point of communication during critical service outages.
- Driving escalation management and ensuring timely recovery of services.
- Providing clear updates to senior stakeholders and leadership teams.
- Conducting post-incident reviews and supporting root cause analysis activities.
- Identifying opportunities for service improvement and operational excellence.
- Supporting and maintaining Major Incident Management processes and governance.
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In addition to the above, you will:
- Support the leadership and development of the wider MIM function.
- Mentor and coach Major Incident Managers.
- Act as a senior escalation point during complex or high-impact incidents.
- Contribute to process improvements, automation initiatives, and operational maturity.
What We're Looking For
Essential
- Proven experience as a Major Incident Manager, Senior Major Incident Manager, Incident Commander, or similar role.
- Experience managing high-severity P1/P2 incidents within enterprise or managed service environments.
- Strong experience leading incident bridge calls and driving technical teams towards resolution.
- Excellent stakeholder management and communication skills.
- Experience working within ITIL-aligned environments.
- Ability to remain calm, decisive, and organised during high-pressure situations.
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Desirable
- Experience within Technical Operations, Service Operations, NOC, Infrastructure, or Managed Services environments.
- Experience with ITSM platforms such as ServiceNow, Remedy, or similar tools.
- Knowledge of Incident, Problem, and Change Management processes.
- Experience mentoring or leading incident management teams.
Working Pattern
- 5 days onsite in Belfast (Newtownabbey).
- Shift coverage between 7:00am and 7:00pm.
- Typical shifts include:
- 7:00am – 4:00pm
- 10:00am/11:00am – 7:00pm
- Participation in an on-call rota is required.
What's On Offer
- Competitive salary.
- On-call allowance.
- Additional payments for on-call activity where applicable.
- Opportunity to join a growing Technical Command Centre.
- Exposure to enterprise-scale environments and critical services.
- Long-term career progression within a high-visibility operational function.
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