Major Incident Manager

“Can you lead high-pressure incidents with confidence, restore critical services, and keep customers informed every step of the way?”

As a frontier partner, we grow through great people, smart tech, and teamwork between humans and AI.

We are looking for a Major Incident Manager to join our Operations team and take ownership of the end-to-end response to high-impact service incidents across Cloud Direct’s managed services portfolio.  

The Major Incident Manager acts as the central point of accountability during a Major Incident, coordinating technical resolver groups, service delivery stakeholders, third-party suppliers, customer contacts, and leadership teams to restore service as quickly and safely as possible.  

This role is responsible for assessing and declaring Major Incidents, leading the Major Incident process, maintaining clear and controlled communication, and ensuring that all actions, decisions, timelines, risks, impacts, and outcomes are accurately documented.  

The role also contributes directly to Problem Management, Change Enablement, and selected elements of Request Management. This ensures that lessons learned from Major Incidents are converted into corrective actions, recurring issues are addressed, changes are assessed with operational risk in mind, and service requests that indicate risk or degradation are handled appropriately.  

This is a highly visible service management role that requires calm leadership, strong customer focus, clear communication, and the ability to drive operational control during time-sensitive, high-pressure situations.  

The successful candidate will help protect customer confidence, reduce business disruption, improve service resilience, and support continual improvement across Cloud Direct’s IT service management practices. 

What You’ll Do:

Major Incident Management: 

• Own and manage the Major Incident Management process from assessment and declaration through to service restoration, review, and closure. 
• Assess incident priority, urgency, impact, customer sensitivity, business risk, and service criticality to determine whether an incident should be declared as major. 
• Formally declare Major Incidents in line with Cloud Direct and customer-specific governance requirements. 
• Act as the central point of contact for all information related to the Major Incident. 
• Lead Major Incident bridge calls, technical war rooms, stakeholder calls, and internal coordination forums. 
• Coordinate internal technical teams, Service Desk teams, Service Delivery Managers, Service Level Managers, third-party vendors, and customer representatives. 
• Maintain operational control by ensuring clear ownership of actions, decisions, risks, dependencies, timescales, and escalation points. 
• Drive rapid service restoration while balancing customer impact, technical risk, change risk, and business priorities. 
• Ensure resolver groups provide timely updates, clear technical direction, accurate impact information, and realistic estimated restoration times. 
• Escalate effectively to senior leadership, vendors, technical specialists, or customer stakeholders where progress, ownership, or risk requires intervention. 
• Ensure Priority 1, high-severity, or customer-impacting incidents are managed consistently, professionally, and in line with agreed service management standards. 
• Maintain accurate Major Incident records, including timelines, customer impact, actions taken, technical updates, communications, decisions, and closure evidence. 
• Ensure Major Incident communications are issued at agreed intervals and are appropriate for technical, operational, customer, and executive audiences. 
• Prepare customer-facing and executive-level Major Incident reports that clearly explain impact, timeline, resolution activity, root cause status, and recommended next steps. 
• Facilitate Major Incident wash-up meetings, ensuring key stakeholders attend and meaningful lessons learned are captured. 
• Support out-of-hours or on-call Major Incident activity where required by operational needs. 
• Ensure Major Incident records are suitable for audit, service review, compliance, and continual improvement purposes. 

Problem Management:

• Ensure all Major Incidents are reviewed for Problem Management qualification and ownership. 
• Facilitate or contribute to Root Cause Analysis and Post Incident Review activities following Major Incidents. 
• Work with technical resolver teams to identify root cause, contributing factors, failed controls, process gaps, and recurrence risks. 
• Ensure corrective and preventative actions are clearly documented, assigned to owners, tracked, and followed through to completion. 
• Identify recurring incidents, repeat failures, trend patterns, customer pain points, and known service risks. 
• Support the creation and maintenance of Known Error Records, workaround documentation, and Knowledge Base articles. 
• Provide input into Problem Review meetings, service improvement forums, operational governance meetings, and customer service reviews. 
• Ensure lessons learned from Major Incidents are converted into practical improvements that reduce future service disruption. 

Change Enablement:

• Contribute Major Incident and Problem Management insight into Change Enablement activities. 
• Participate in Change Advisory Board, Emergency Change Advisory Board, and operational change review meetings where required. 
• Review failed changes, emergency changes, and changes linked to Major Incidents to identify lessons learned and improvement actions. 
• Support operational risk assessments by highlighting known incidents, recurring issues, affected services, vulnerable customers, or unresolved problems. 
• Ensure emergency changes raised during Major Incident recovery are appropriately documented, approved, and reviewed after implementation. 
• Promote stronger alignment between Incident, Problem, and Change practices to improve service stability and reduce avoidable disruption. 

Request Management:

• Support selected Request Management activities where escalation, prioritisation, customer impact, or service restoration risk requires operational coordination. 
• Assist with high-priority or sensitive service requests that may affect critical business services or customer outcomes. 
• Identify service requests that may indicate underlying incidents, recurring problems, access issues, failed fulfilment, or process weaknesses. 
• Work with Service Desk and Operations teams to improve request routing, fulfilment quality, escalation paths, and customer communication. 
• Contribute to request fulfilment improvements where automation, knowledge articles, templates, or process clarification can reduce operational effort. 

Governance, Reporting and Continual Service Improvement:

• Maintain Major Incident dashboards, service metrics, trend reports, and operational performance summaries. 
• Track and report key measures such as Major Incident volume, Mean Time to Restore Service, communication timeliness, recurrence, root cause completion, action closure, and customer impact. 
• Provide clear reporting for service reviews, operational governance forums, leadership updates, and customer meetings. 
• Identify opportunities to improve process maturity, operational resilience, knowledge quality, communication templates, automation, and service reporting. 
• Promote adherence to ITIL-aligned Incident, Major Incident, Problem, Change, and Request Management practices. 
• Support audit, compliance, and evidence requirements where Major Incident, Problem, Change, or Request Management records are required. 
• Build strong working relationships with customers, internal stakeholders, technical teams, vendors, and service delivery colleagues. 
• Champion a culture of ownership, accountability, learning, customer focus, and continual service improvement. 

What We’re Looking For:

• Minimum 3 years’ experience in Major Incident Management, Incident Management, Service Delivery, IT Operations, Service Management, or a similar operational role. 
• Proven experience leading high-severity, high-priority, or business-critical incident response activities. 
• ITIL Foundation certification is required or must be achieved within an agreed timeframe. 
• ITIL Managing Professional modules, ITIL Specialist modules, SIAM, Service Desk Institute, or equivalent Service Management certifications are desirable. 
• Strong understanding of ITIL-aligned Incident Management, Major Incident Management, Problem Management, Change Enablement, and Request Management practices. 
• Experience chairing incident bridge calls, coordinating technical resolver groups, and maintaining control during high-pressure operational situations. 
• Experience managing customer, stakeholder, and leadership communications during live incidents. 
• Experience facilitating Root Cause Analysis, Post Incident Reviews, wash-up meetings, and lessons learned sessions. 
• Experience documenting incident timelines, customer impact, action logs, decisions, escalations, resolution activity, and service improvement actions. 
• Experience using ITSM platforms such as ServiceNow, HaloITSM, Jira Service Management, Freshservice, ManageEngine, or similar systems. 
• Strong understanding of cloud services, infrastructure, networking, security, end-user computing, and modern workplace environments at a level sufficient to coordinate technical teams effectively. 
• Experience working with third-party suppliers, vendors, and external support organisations during escalations. 
• Ability to analyse operational metrics, identify trends, and convert findings into practical improvement actions. 

Highly Desirable:

• Experience working within a Managed Service Provider environment supporting multiple customers, services, and technical towers. 
• Experience supporting Microsoft Azure, Microsoft 365, Modern Workplace, Security, and Cloud Infrastructure services. 
• Experience chairing or contributing to CAB, ECAB, Problem Review, Major Incident Review, operational governance, or customer service review meetings. 
• Experience creating or improving Major Incident templates, communication templates, RCA templates, dashboards, service reports, and operational playbooks. 
• Experience with ServiceNow reporting, dashboards, ticket history analysis, activity streams, related records, and audit evidence extraction. 
• Knowledge of ISO 20000, ISO 27001, audit readiness, evidence management, and service governance best practices. 
• Experience using Power BI, Power Automate, Excel dashboards, or other reporting and automation tools to improve operational visibility. 
• Experience mentoring Service Desk, Incident Management, or Service Delivery colleagues in Major Incident process discipline and communication standards. 
• Knowledge management experience, including the creation of Knowledge Base articles, known error documentation, operational guides, and lessons learned records. 
• Exposure to enterprise-scale environments where incidents may affect revenue, operations, compliance, reputation, or customer-critical services. 
• Comfortable working across globally distributed teams, customers, vendors, and time zones when required. -900

What We Offer:

• Responsible Time off (uncapped annual leave)
• Group Life Cover /Disability Income Cover/ Trauma Insurance Cover (Injury / Disability)
• Fitness Cash Contribution
• Pension Fund Contribution
• Medical Insurance Contribution
• Employee Assistance Programme
• Enhanced Maternity & Paternity Leave
• Endless Growth Opportunities: We provide ample opportunities for professional development, mentoring, and advancement.
• Culture of Excellence: We foster a high-performance culture that recognizes and rewards exceptional talent.

At Cloud Direct, we believe that diversity, equity, and inclusion are essential to our success. We are committed to creating a workplace where everyone feels valued, respected, and empowered. We welcome applicants from all backgrounds and strive to build a team that reflects the diverse communities we serve. We encourage candidates of all races, ethnicities, genders, sexual orientations, ages, abilities, and socioeconomic statuses to apply.