Major Incident Manager

Job Description Major Incident Manager / Incident & Change Analyst (Contract) Berkshire On-site Up to 230 per day (Contract) 6 Month Contract 24/7 Rotational Shifts (Including Nights, Weekends & Bank Holidays)Stott & May are currently working with a leading consultancy who are looking to expand their team with the addition of two experienced Major Incident Managers / Incident & Change Analysts to support a major UK utilities client.As a Major Incident Manager, you will be responsible for leading the response to high-priority incidents impacting critical business services, ensuring issues are resolved quickly while maintaining clear communication with stakeholders and technical teams.During quieter periods, you will also support the Incident and Change Management processes, ensuring operational governance and service continuity.Key ResponsibilitiesMajor Incident ManagementLead and coordinate the response to P1 / high-severity incidentsBring together cross-functional technical teams to diagnose and resolve issuesRun incident bridge calls / war rooms and ensure incidents are actively managed until resolutionProvide timely communications to stakeholders and leadershipDocument incident timelines, risks, and expected resolution timesEnsure Root Cause Analysis (RCA) and Post-Incident Reviews (PIR) are completedMonitor and track SLAs and KPIs such as MTTRChange & Incident SupportReview and validate daily change requests, ensuring completeness and qualityCoordinate with technical SMEs and requestors where requiredSupport the Change Manager during CAB meetingsMaintain accurate process documentation and reportingRequirements610+ years experience working as a Major Incident ManagerStrong knowledge of ITIL processes, particularly Incident, Change, and Problem ManagementExperience working in high-pressure operational environmentsStrong understanding of IT infrastructure and applicationsExcellent written and verbal communication skillsStrong analytical and problem-solving abilitiesExperience using ServiceNow and MIM WorkbenchTyping speed of 45 WPM or higherComfortable supporting Change Analyst responsibilities when requiredDesirableITIL V3 Foundation certificationKnowledge of Problem Management, BCP/DR, Reporting, Availability, Capacity, or Continual Service ImprovementThis is an excellent opportunity to join a high-performing operations environment, supporting critical IT services within a major UK utilities organisation.

Created: 2026-03-12