Major Incident Manager

Marks & Spencer is seeking a Major Incident Manager to operate within a 24/7 shift and On Call environment. The role involves leading and resolving critical and major incidents, providing clear communication to stakeholders, and coordinating teams to restore service quickly. This position offers a dynamic environment focused on continuous improvement and a commitment to diverse teams.

Requirements

• Demonstrable experience in leading Critical and Major Incidents in complex environments
• Strong understanding of ITIL-based Incident Management
• Proven ability to coordinate cross-functional technical teams and third-party suppliers during high-pressure situations
• Strong knowledge of Problem Management, root cause analysis, and resolution plans
• Solid technical knowledge of IT infrastructure, application support, and network operations
• Experience working with IT Service Management (ITSM) tools and platforms (ServiceNow / BMC Helix)
• Experience working with monitoring and Event tools and platforms (PagerDuty, Netcool, HPTemip)

Benefits

• Competitive holiday entitlement
• Discretionary bonus schemes
• Defined Contribution Pension Scheme
• Life Assurance
• Welcome to teams induction
• Training programs
• Wellbeing support
• Charity volunteer day