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NEC Software Solutions Logo NEC Software Solutions · IT - Administration

Major Incident Analyst

United Kingdom, Hartlepool · Job Posted February 23, 2026
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Job Description

The Major Incident Analyst is a varied, challenging and exciting role. This role is responsible for ensuring that Major Incidents are managed effectively to restore normal service operations as quickly as possible while minimising business impact. It will involve working closely with both internal and external stakeholders and is targeted at supporting the delivery of a high-performance and reliable IT capability worldwide. The role is responsible for delivering services aligned to the ITIL framework and has a role to play in maintaining compliance with ISO20000. It is a hybrid position based in Hartlepool and requires participation in a 24x7x365(6) on-call rota.

Job Responsibility

  • Act as the single point of contact during Major Incidents
  • Ownership, leadership, coordination and support of the collaborative resolution of Major Incidents
  • Ensure appropriate technical resources are engaged promptly
  • Facilitate bridge calls with technical teams and when required other internal and external stakeholders
  • Monitor Incident progress and remove obstacles to resolution
  • Drive timely service restoration within agreed SLAs
  • Escalate incidents appropriately when required
  • Provide clear, timely updates to internal and external stakeholders
  • Communicate effectively at all levels tailoring style and approach to suit the audience
  • Produce Major Incident Reports with required timeframes
  • Manage stakeholder expectations during high-impact outages
  • Maintain communication channels during incidents (emails, messaging platforms, conference calls)
  • Contribute to the continuous improvement of Major Incident Management processes
  • Collaborate with Problem Management and Change Management teams
  • Ensure a full ITIL-aligned end-to-end service is available to stakeholders
  • Build and maintain relationships with internal and 3rd party organisations as required
  • Work effectively as part of a team, supporting colleagues, sharing knowledge and contributing to a positive, collaborative working environment

Requirements

  • Ability to take ownership, lead and remain calm under pressure
  • Strong communication and stakeholder management skills
  • Skilled at managing high-pressure conference bridges with multiple technical teams
  • Strong situational awareness and the ability to prioritise effectively
  • Ability to challenge technical teams constructively to drive progress
  • Good business writing skills with the ability to summarise technical detail into clear, business-friendly updates
  • Strong organisational and time management abilities
  • Decision-making capability in high-impact situations
  • Experience using IT Service Management tools
  • Good working knowledge of infrastructure and application technologies
  • Must be eligible for NPPVL3 + SC clearance
  • Must be able to demonstrate a pre-existing right to work and travel within the UK

Nice to have

  • ITIL v4 Foundation
  • ITIL v4 Intermediate Qualification

What we offer

  • Private Medical Cover funded by NEC for Employees
  • 25 days paid holiday with the option to buy/sell
  • 4 x basic salary life assurance cover funded by NEC
  • A Group Pension Plan with fantastic employer contributions up to a maximum of 8.5%
  • A selection of flexible benefits to suit your individual needs
  • Free access to LinkedIn Learning
  • Give back days
  • Annual team and company away-days
  • Personal learning budget
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