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# Major Incident Management

- **Company:** Intuition IT Solutions Ltd
- **Location:** London, UK
- **Experience:** Expert
- **Contract:** Permanent contract
- **Skills:** IT Management, Information Technology
- **Published:** August 26, 2026
- **Apply:** https://www.careerboard.com/pt/en/find-jobs-in-United-Kingdom/-C2D391D2FAE56DC8B4/

## About the Role

* Must be an experienced resource with Minimum 7+ years of experience in Incident Management with knowledge & sound understanding of various IT technologies/domains.
 * Very strong Influential relationship management skills with stakeholders, senior management, colleagues and external service providers.
 * Proven troubleshooting skills within a support environment including a strong sense of commitment and drive towards incident resolution
 * Passion for identifying problems that cause incidents and lengthen time to repair, and attacking the issues to eliminate the cause in our environment.
 * Understanding of foundational IT technical issues and relationships
 * Sensitivity and urgency in dealing with line of business outages.
 * Ability to influence and lead technical conversations with various infrastructure support groups.
 * Excellent verbal and written communication capabilities with the ability to interact and influence at all levels of the organisation.Strong oral and written communication skills
 * Strong problem solving skills and the ability to logically break down a problem into smaller manageable parts to solve
 * Supervisory skills and the ability to leverage support from other parts of the organization
 * Proven expert in managing multiple stakeholders at all levels of the organization, but specifically at senior management level.
 * Understanding of Technologies & ITSM Tool
 * Coordination, negotiation, and persuasion skills

## Description

* Must understand the overall setup of IT Services and roles played by various Service Providers and demonstrate technical knowledge pertaining to two or more technology areas.
 * Take the ownership to oversee the day to day operations relating to Incident Management
 * Manage Major Incidents or situations across providers
 * Manage high priority incidents from start to finish providing regular management updates to and bringing a satisfactory outcome for the customer
 * Running both technical conference bridges and business update calls
 * Documenting Issues, updating issues log, following issues to completion, and escalating issues to management team if needed
 * Driving decision making for incident resolution and minimizing impact to the business
 * Escalation to Senior IT Management
 * Providing incident updates to stakeholders
 * Capturing incident follow ups and completing formal Post Mortems
 * Identifying stability trends and escalating them through the Problem Management process
 * Coordinate decision making of critical, emergency break fix work by chairing conference calls and publishing formal communication
 * Take full responsibility and ownership of incident resolution and service improvement, acting as a first point of escalation for high priority incidents
 * Monitor the resolution of incidents involving multiple Service Providers and ensure it is within the SLA


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