Major Incident Manager

Nowcomm Manchester, England, United Kingdom

Location:

Manchester, hybrid (three days in office, two days remote)

Four Net is seeking a Major Incident Manager to join our busy Operations Department based at our Manchester headquarters in Trafford Park. This is a full‑time, hybrid role suitable for a skilled applicant with experience in a major incident management role, preferably within an MSP environment.

• Own and manage all Priority 1 (P1) and Priority 2 (P2) major incidents from detection to resolution.
• Lead real‑time coordination of technical and business teams during critical events to restore services rapidly.
• Provide clear, concise, and confident communication to all stakeholders throughout the incident lifecycle.
• Make critical operational decisions to minimise business impact and restore services quickly.
• Continuously improve the Major Incident Management process to support operational excellence.
• Maintain strong relationships with suppliers, resolver groups, and third‑party providers.
• Ensure compliance with internal governance, audit, and quality assurance standards.
• Champion continual service improvement by analysing incident trends and implementing proactive measures.
• Contribute to optimising monitoring, alerting, and ticketing tools.
• Participate or coordinate out‑of‑hours on‑call rota to ensure continuous coverage.
• Conduct and lead Post‑Incident Reviews (PIRs) and Root Cause Analyses (RCAs).
• Ensure timely creation and completion of RCAs and drive implementation of corrective actions.
• Prepare and present major incident summaries, trend analysis, and service improvement reports.

• Hybrid working model progressing to fully remote over time.
• Competitive pay, extended maternity/paternity pay, pension contributions.
• 25 days holiday plus bank holidays; increases with service.
• Employee wellbeing support, mental health first aiders, external EAP.
• Social events, volunteering opportunities, wellbeing initiatives.
• Electric vehicle scheme, cycle‑to‑work scheme, tech scheme, employee health plans.

• A minimum of 3 years' experience in major incident management.
• Experience with Root Cause Analysis and continuous improvement frameworks.
• Excellent verbal, written, and interpersonal communication skills.
• Strong customer service orientation and stakeholder liaison ability.
• Decisive, calm, and proactive decision‑maker.
• Organisational and time‑management skills with ability to prioritise under pressure.
• Experience mentoring or leading technical or service operations teams.
• ITIL 4 Practitioner – Incident Management certification or equivalent.
• Experience in network, infrastructure, or cloud technologies.
• Experience working in Critical National Infrastructure or managed service environments.
• Previous leadership experience desirable, not required.

• Commitment to customer focus and delivering best service.
• Collaborative and relationship‑driven approach.
• Can‑do attitude, personal responsibility.
• Growth mindset and pro‑active improvement focus.

To apply ,  directly to or follow the application link.

We appreciate all applications; we will respond to those shortlisted. Thank you for your interest.

Mid‑Senior level

Full‑time

Information Technology

IT Services and IT Consulting