Major Incident Manager (24*7 environment)

Key Duties & 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. 

Essential skillsets:

• 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.