Major Incident Manager (24*7 environment)

Responsibilities

Take command of major incidents across Keyloop, chairing bridge calls and driving them to resolution at pace — not simply monitoring status, but actively directing resolver teams and third-party suppliers; Own business-critical escalations end-to-end, from identification through to resolution and stakeholder sign-off, ensuring SLA compliance and managing breach risk proactively; Line-manage the MI Co-ordinator team, including the on-call/shift model and 24x7 coverage, setting standards for incident handling, communication and RCA quality; Lead root cause analysis for all major incidents across Keyloop and third-party providers, feeding Problem Management and driving continuous improvement across people, process and tooling; Prepare and drive leadership and executive updates during and after major incidents, using AI assistants (Copilot/Claude) to draft meeting outcomes and summarise bridge calls efficiently; Create and maintain operational dashboards for real-time monitoring and major incident reporting; Enforce ITIL-aligned incident, major incident and problem management processes, keeping all systems current with accurate status, actions and timelines; Coach, develop and manage the performance of the MI Co-ordinator team, and act as an escalation and decision point for incident, process and supplier issues; Undertake other duties as reasonably required in support of Service Assurance objectives

Requirements

Have a minimum of 8+ years' experience in IT including demonstrable Major Incident leadership; Have a proven track record of leading high-severity major incidents and influencing outcomes on live bridge calls; Have advanced proficiency in Jira, preferably JSM, and strong command of the ITIL framework and incident management best practice; Using AI in day to day work — hands-on use of AI assistants (Copilot/Claude) for drafting meeting outcomes, leadership updates, dashboard creation and metrics/trend analysis; Have excellent english written and verbal communication; calm, decisive and credible during high-severity escalations; Be a diplomatic, professional communicator across all levels of stakeholder, with a hands-on, strong-ownership approach; Clear and confident communicator in English, able to collaborate effectively across time zones and cultures; Have strong working knowledge of application integration, AWS and other cloud services, middleware, data centres, networks, compute and databases; Have experience leading or mentoring a small team; Be willing to work in shifts to support 24x7 major incident coverage

Benefits

Collaborate and learn from industry experts from all over the globe; Work with game-changing products and services; Training and support to try new things, adapt to quick changes and explore different paths; Inclusive work environment; Pay based on performance; Investment in development; Culture which fosters support and unbridled collaboration