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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Major Incident Manager - **Company:** Ekco - **Location:** Milton Keynes, UK - **Contract:** Permanent contract - **Skills:** Computer Literacy, Disaster Recovery, Mttr, Performance Monitor, Servicenow - **Published:** September 14, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=6acb29b87d1056ed ## About the Role * Proven experience managing major/critical incidents within an MSP, IT service provider, or complex multi-client technical environment. * Strong working knowledge of ITIL incident, problem, and change management practices (ITIL Foundation certified as a minimum). * Excellent stakeholder management skills, with demonstrable experience communicating confidently and clearly to senior/executive audiences under pressure. * Ability to remain calm, decisive, and structured in high-pressure, ambiguous, and time-critical situations. * Strong technical literacy across common infrastructure, network, cloud, and application technologies, sufficient to challenge technical teams and understand impact/root cause. * Experience using ITSM tooling (Halo) for incident and reporting purposes. * Excellent written communication skills, with the ability to produce clear customer-facing incident reports under time pressure. * Experience running or contributing to post-incident reviews and driving corrective actions to completion. Desirable * ITIL Practitioner/Intermediate qualification (e.g. ITIL 4 Managing Professional). ## Description * Own the major incident management process end to end detection, declaration, coordination, resolution, and closure. * Make timely, informed decisions on incident severity, escalation paths, and resourcing, including invoking disaster recovery or business continuity plans where required. * Maintain a single, accurate incident timeline and decision log for every major incident. * Chair major incident bridge calls, ensuring the right technical resources are engaged, distractions are minimised, and progress is driven with urgency. Stakeholder & Customer Communication * Provide clear, jargon-free, confidence-inspiring updates to customers and internal stakeholders at agreed intervals throughout an incident. * Manage communications with senior/executive stakeholders (both customer side and internal) during high-severity or reputationally sensitive incidents. * Coordinate with Account/Service Delivery Managers to ensure customer specific contractual obligations (SLAs, notification windows, reporting requirements) are met. * Own the drafting and distribution of incident communications, bridge invites, and status updates. Post-Incident & Continual Improvement * Lead post-incident reviews (PIRs) for all major incidents, ensuring root cause, contributing factors, and timeline are accurately captured. * Track root cause analysis and corrective/preventive actions through to completion, holding action owners to account. * Produce major incident reports for customers and internal governance forums, identifying trends and systemic risks. * Feed lessons learned into problem management, service improvement plans, and process/documentation updates. Process, Governance & Reporting * Own and continually improve the major incident management process and supporting documentation, aligned to ITIL best practice. * Maintain and test major incident and communication plans, including periodic simulation/rehearsal exercises. * Produce regular MI performance reporting (volumes, MTTR, SLA impact, recurring themes) for leadership and customer governance meetings. * Ensure accurate incident records are maintained in the ITSM toolset (e.g. ServiceNow, Halo, Autotask) for audit, billing, and reporting purposes. * Support internal and external audits (e.g. ISO 20000, ISO 27001, Cyber Essentials) with evidence of incident management practice. Leadership & Collaboration * Act as a point of escalation and mentor for the wider service desk and technical teams during incidents, promoting a culture of ownership and urgency. * Build strong working relationships across Service Desk, Technical Operations, Security, Problem Management, and Account Management functions. * Represent Major Incident Management in customer-facing governance meetings (Service Reviews, CAB) as required. * Participate in, and potentially manage, an out-of-hours on-call rota for major incident coverage outside business hours. ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Reducing Cognitive Overload Through Platform Engineering](https://www.wearedevelopers.com/videos/679-reducing-cognitive-overload-through-platform-engineering) - [Tackling the Risks of AI - With AI](https://www.wearedevelopers.com/videos/1690-tackling-the-risks-of-ai-with-ai) - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) - [AI in Production: applied AI & enterprise use cases](https://www.wearedevelopers.com/videos/100130-ai-in-production-applied-ai-enterprise-use-cases) - [What Developers Get Wrong About Application Quality](https://www.wearedevelopers.com/videos/233-what-developers-get-wrong-about-application-quality) ## Related Articles - [The Geometry of Incidents: Connecting User Impact to Architecture](https://www.wearedevelopers.com/magazine/764-the-geometry-of-incidents-connecting-user-impact-to-architecture) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk) - [From developer to manager – what does it take to become an engineering manager?](https://www.wearedevelopers.com/magazine/42-from-developer-to-manager-what-does-it-take-to-become-an-engineering-manager) - [UK Business Culture and Etiquette](https://www.wearedevelopers.com/magazine/326-uk-business-culture-and-etiquette) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers)