Major Incident Manager (24*7 environment)
Key Duties & Responsibilities
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Take command of major incidents across Keyloop, chairing bridge calls and driving them to resolution at pace — not simply monitoring status, but actively directing resolver teams and third-party suppliers.
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Own business-critical escalations end-to-end, from identification through to resolution and stakeholder sign-off, ensuring SLA compliance and managing breach risk proactively.
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Line-manage the MI Co-ordinator team, including the on-call/shift model and 24x7 coverage, setting standards for incident handling, communication and RCA quality.
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Lead root cause analysis for all major incidents across Keyloop and third-party providers, feeding Problem Management and driving continuous improvement across people, process and tooling.
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Prepare and drive leadership and executive updates during and after major incidents, using AI assistants (Copilot/Claude) to draft meeting outcomes and summarise bridge calls efficiently.
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Create and maintain operational dashboards for real-time monitoring and major incident reporting.
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Enforce ITIL-aligned incident, major incident and problem management processes, keeping all systems current with accurate status, actions and timelines.
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Coach, develop and manage the performance of the MI Co-ordinator team, and act as an escalation and decision point for incident, process and supplier issues.
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Undertake other duties as reasonably required in support of Service Assurance objectives.
Essential skillsets:
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Have a minimum of 8+ years' experience in IT including demonstrable Major Incident leadership.
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Have a proven track record of leading high-severity major incidents and influencing outcomes on live bridge calls.
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Have advanced proficiency in Jira, preferably JSM, and strong command of the ITIL framework and incident management best practice.
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Using AI in day to day work — hands-on use of AI assistants (Copilot/Claude) for drafting meeting outcomes, leadership updates, dashboard creation and metrics/trend analysis.
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Have excellent english written and verbal communication; calm, decisive and credible during high-severity escalations.
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Be a diplomatic, professional communicator across all levels of stakeholder, with a hands-on, strong-ownership approach.
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Clear and confident communicator in English, able to collaborate effectively across time zones and cultures.
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Have strong working knowledge of application integration, AWS and other cloud services, middleware, data centres, networks, compute and databases.
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Have experience leading or mentoring a small team.
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Be willing to work in shifts to support 24x7 major incident coverage.
Skills
As published by lever · 14 questions · 11 written answers
Basics
Resume/CV, Full name, Pronouns, Email, Phone, Current location, Current company, LinkedIn URL, Twitter URL, GitHub URL, Portfolio URL, Other website, What is your age range?, I identify my ethnicity asSelect all that apply, What gender do you identify as?, Do you consider yourself to have a disability or be differently abled?, Were you previously employed by Armed Forces?
Short answers (1)
- Please confirm type of right to work document
Pick from a list (2)
- Are you currently authorised to work in the country of the job without any restrictions? optional
- Will you now or in future require visa sponsorship to work in country of the job optional
Written answers (11)
- What is your experience with AI Tools like Claude? optional
- How many years of experience do you have in leading Major Incidents ? Whats the size of environment you worked in ?
- Describe about the Major incident you led - tell us about the root cause, tech involved and resolution time ?
- Which tech areas have you worked across in Incidents ? (Cloud/Network/DB/Middleware/Enterprise apps)
- Who at the executive level have you delivered incident updates to ? and how ?
- Have you used any AI assistants (Copilot/Claude) in incident work ? How ?
- This role requires you to work from office and in the UK hours, are you comfortable with it ?
- This role would require you to work in 24*7 environment - rotational shifts, are you okay with it ?
- Current salary
- Expected salary
- Notice period