Major Incident Manager

📋 Description

• • The Major Incident Manager plays a critical role in ensuring business continuity by leading the response to high-impact IT incidents, coordinating technical teams, and driving swift service restoration to minimize downtime and protect client operations.
• • Day to day, the person will facilitate triage calls, manage incident lifecycles, communicate status updates to stakeholders, document incident details, conduct after-action reviews, and support Problem Management processes while working within a regional follow-the-sun model during Sunday–Thursday, 09:00–17:30 GMT shifts.
• • Ensono is a global managed services provider delivering IT infrastructure and support solutions to enterprise clients, with a Major Incident Management team operating across regions to ensure 24/7 incident response coverage and adherence to ITIL best practices.
• • In this role, the individual will develop expertise in incident coordination, stakeholder communication under pressure, ITIL process application, and cross-functional collaboration—gaining valuable experience in enterprise IT service management and building a foundation for advancement into senior incident or problem management leadership positions.