Incident Manager

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.

Essential Skills & Experience

• 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.