CrawlJobs Logo

Major Incident Member

plus.net Logo

Plusnet

Location Icon

Location:
United Kingdom , Ipswich

Category Icon
Category:
IT - Administration

Job Type Icon

Contract Type:
Not provided

Salary Icon

Salary:

Not provided
Save Job
Save Icon
Apply Position

Job Description:

The MIM controller role is to support the implementation of the overall service strategy. This role is based in Ipswich and our hybrid working model means you are expected to be in the office 3 days per week.

Job Responsibility:

  • Support the implementation of the overall service strategy
  • Maintain quality across MIM functions
  • Detect service impacting or potentially service impacting issues
  • Manage the resolution of these incidents
  • Clearly communicate out to the business the incident impact and path to service restoration
  • Accountable for driving own personal development, training and skills required through use of accredited learning paths
  • Provide the interface into the senior customer and technology facing teams
  • Continuous Improvement – embrace a culture of continuous improvement across the wider incident management team
  • Fulfil the role of service and incident escalation in line with the agreed process
  • Contribute to the Post Incident Review process
  • Drive network incidents focusing on speed of detection and service restoration
  • Provide clear, compliant communication out to our customers both internal and external to BT
  • Maintain an ITIL standard at all times that complies with statutory controls
  • Demonstrate and champion the Personal, Simple, Brilliant ethos across the incident management process
  • Stakeholder Management – work with colleagues across BT/EE and represent unit interests by driving a service obsessed mentality

Requirements:

  • Experience of managing customer service impacting core network failures
  • Experience in complex problems analysis and identify root causes of major incidents
  • Incident Management Processes: Familiarity with incident management frameworks (e.g., ITIL), incident prioritisation, escalation procedures, and communication protocols
  • Interpersonal communication at different levels and collaboration with other teams
  • Ability to remain calm under pressure, demonstrate command and control, and make decisions
  • Handle multiple incidents, prioritising tasks based on urgency, time, and resource allocation
  • Domonstrate a mindset of continuous improvement, looking for ways to enhance incident response processes, reduce recurrence of incidents, and implement preventive measures

Nice to have:

  • ITIL Foundation qualification
  • In depth knowledge of BT Core networks
  • Knowledge of BT customer markets
  • Understanding of regulatory commitments, quality processes
What we offer:
  • Career progression opportunities
  • BT Pension scheme: minimum 5% employee contribution, 10% BT contribution
  • 22 days annual leave (excluding bank holidays), increasing with service
  • Health & Wellbeing support team – EAP, Mental Health, Occupational Health, Physiotherapy
  • Huge range of flexible benefits (cycle to work, healthcare, season ticket loan)
  • Option to join BT Shares Saving schemes
  • Discounted broadband, mobile, and TV packages
  • Access to 100's of retail discounts including EE and BT Shop

Additional Information:

Job Posted:
March 19, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
Icon
Plusnet - All Job Offers
Job Link Share:
Copy Link Icon
Facebook Icon Twitter Icon LinkedIn Icon

Looking for more opportunities? Search for other job offers that match your skills and interests.

Briefcase Icon

Similar Jobs for Major Incident Member

Remote Healthcare Incident Manager

The Remote Healthcare Incident Manager will oversee major incidents, ensuring ef...
Location
Location
Mexico , GDL
Salary
Salary:
Not provided
nttdata.com Logo
NTT DATA
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • ITIL Foundation Certification
  • At least 5 years of incident management experience
  • ITSM tool experience, Service now or remedy
  • Associate’s degree
  • Experience in health companies
  • Business process knowledge
  • 5+ years of experience as a Account service specialist, Client service executive, account representative, service desk or helpdesk manager, etc.
Job Responsibility
Job Responsibility
  • Acts as a point of contact for Service Desk and Resolver Group Analysts to escalate Major Incidents, and engage additional support groups
  • Assesses the impact and urgency of incidents through collaboration with the User, Service Desk, Resolver Group Analysts, and/or Incident Managers
  • Assembles the resources necessary to achieve the resolution of Major Incidents
  • Responsible for leading and driving Major Incidents until resolved
  • Develops and delivers Incident communication of Major Incidents to Users and NTTDS leadership
  • Escalates Major Incidents to relevant resolver groups, resolver group managers, senior managers, directors and IT executives, and Service Managers
  • Provides incident documentation to appropriate service management teams
  • Facilitates Technical bridge calls and identifies a technical leader to assist with service restoration efforts
  • Ensures contractual Service Support requirements are understood and managed
  • Ensures effective communications and coordination of problem-solving efforts between support teams, account teams, field service personnel and customers
What we offer
What we offer
  • Competitive salary (negotiable)
  • Grocery Tickets - 12% of base salary
  • 30 days of Christmas bonus
  • 12 days of vacations
  • 90% Vacation bonus
  • 5 personal days per year
  • Medical insurance (You and your family)
  • Life insurance
  • Opportunity to grow in the company
  • Fulltime
Read More
Arrow Right

Experienced Casino Cashier

We are looking for an Experienced Casino Cashier to ensure that the Cash desk al...
Location
Location
United Kingdom , Nottingham
Salary
Salary:
25750.00 - 26603.00 GBP / Year
jobs.360resourcing.co.uk Logo
360 Resourcing Solutions
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Holds a valid Personal Functional Licence (PFL)
  • Banking or finance experience
  • Strong work ethic with a passion for exceeding expectations
  • Organised and methodical
  • Upbeat and positive attitude
  • Numerate
  • Articulate (in English)
  • Personable
  • Customer service focused
  • Computer literate
Job Responsibility
Job Responsibility
  • Always observe the conditions and requirements of the Cash Desk Procedure Manual, Guidelines, directives and provisions of relevant legislation
  • Ensure that all Company records and paperwork is accurately and comprehensively completed in accordance with Company procedures and accounting guidelines and reporting errors and omissions to your manager
  • Investigating queries from head office or in-house
  • Updating points/player tracking for customers
  • Maintaining all ATM's
  • Processing all banking
  • To provide all visitors and members with the highest level of customer service to ensure that a unique guest experience is always achieved
  • Actively meet day-to-day customer service needs and respond appropriately to all queries
  • Positively support company-wide customer service initiatives
  • Actively create a team environment and support other team members where possible
What we offer
What we offer
  • 50% off food and beverages in all of our UK venues
  • Extensive Rewards platform: discounts on travel, retail, hospitality, health and much more
  • Company Sick Pay
  • Company Pension
  • Life Assurance
  • Refer a friend incentive
  • Financial advice services
  • Employee health and wellbeing services
  • Virtual GP Services
  • Season Ticket Loans
  • Fulltime
Read More
Arrow Right

Director SRE & Operations

Director SRE & Operations for E-business / Digital at PUMA in Herzogenaurach, Ge...
Location
Location
Germany , Herzogenaurach
Salary
Salary:
Not provided
about.puma.com Logo
Puma Group
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 10–15 years of experience in technology operations, site reliability engineering, or platform engineering within large-scale digital or eCommerce environments
  • Proven track record owning platform reliability, availability, and operational performance for consumer-facing systems
  • Strong experience with cloud infrastructure, incident management, observability, and operational readiness in high-traffic, peak-driven environments
  • Demonstrated ability to embed SRE practices (SLOs, SLIs, incident response, automation) across engineering teams
  • Experienced leader of global operations or SRE teams, comfortable working in on-call and 24/7 operational models
  • Calm, decisive leader with a strong focus on stability, resilience, and continuous operational improvement
Job Responsibility
Job Responsibility
  • Leadership: Responsible for all aspects of the performance management and professional development of the team, including recruitment, development plans, providing constructive feedback, appraisals and exit processes
  • Foster a positive and inclusive team culture by actively engaging team members, promoting open communication, and implementing initiatives that enhance employee satisfaction and well-being
  • Compliance with and implementation of legal and operational requirements regarding occupational health and safety within your own area of responsibility
  • Global Site Reliability & Operations Strategy: Define and execute a global Site Reliability Engineering (SRE) and Technology Operations strategy aligned with PUMA’s D2C growth, peak trading demands, and omnichannel ambitions
  • Establish reliability, availability, performance, and scalability targets across all D2C platforms (eCommerce, in-store integrations, APIs, data platforms)
  • Own the end-to-end operational health of consumer-facing and business-critical platforms
  • Platform Reliability, Resilience & Performance: Drive a reliability-first mindset across engineering, embedding SRE principles such as SLIs, SLOs, SLAs, error budgets, and resilience-by-design
  • Ensure platforms are engineered to handle peak events (campaigns, drops, seasonal peaks) with minimal risk and rapid recovery
  • Lead incident management, major incident response, root cause analysis, and post-incident reviews with a strong focus on learning and prevention
  • Continuously improve platform observability, monitoring, alerting, and performance management
  • Fulltime
Read More
Arrow Right

Senior Logging & Detection Engineer

We are currently seeking a Senior Logging & Detection Engineer to lead the techn...
Location
Location
Canada , Vancouver; Calgary; Toronto
Salary
Salary:
146200.00 - 197800.00 CAD / Year
clio.com Logo
Clio
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Senior-level expertise building and scaling enterprise-grade detection capabilities and security monitoring systems
  • Expert-level query language proficiency in at least two of the following: Elasticsearch/Lucene, SQL, KQL (Kusto), or SPL (Splunk), demonstrating advanced optimization techniques
  • Extensive Detection Engineering experience owning the full lifecycle of rules, alerts, and automated response workflows within a SIEM/SOAR environment
  • Advanced log analysis skills across diverse, large-scale data sources, including multi-cloud logs (AWS, Azure, GCP), network flows, and advanced security tool outputs
  • Deep dashboard and visualization expertise with tools like Kibana, Grafana, or Tableau, specifically for security metrics and executive reporting
  • Proven expertise in leading threat hunting efforts using log data to proactively identify and track sophisticated threats and anomalous behavior across the environment
  • Senior-level scripting and automation abilities (Python/Go/PowerShell), used to build custom tools, manage APIs, and drive detection automation at scale
  • Architectural experience integrating and optimizing SIEM platforms, SOAR tools, and security orchestration systems
  • Expert performance optimization skills covering query tuning, index design, data partitioning, and overall resource-efficient analytics on big data
  • Significant incident response experience providing expert-level technical analysis and forensic support during major security incidents
Job Responsibility
Job Responsibility
  • Lead the design and implementation of sophisticated, production-ready detection rules and queries across the ELK stack, security data lakes, and multi-cloud logging platforms
  • Architect and optimize complex search queries, aggregations, and analytics dashboards for high-velocity security monitoring, focusing on performance and cost efficiency
  • Design and build automated detection and response workflows (SOAR), ensuring seamless and reliable integration with critical incident response systems
  • Serve as the primary liaison with the threat intelligence team, developing and owning the framework to translate intelligence into scalable, actionable detection capabilities (e.g., MITRE ATT&CK coverage)
  • Establish and maintain a robust detection rule library, query templates, and lead the creation of security analytics playbooks for the wider team
  • Drive performance optimization and resource utilization strategies across petabyte-scale log datasets, including index design and data tiering
  • Develop and standardize custom visualizations, dashboards, and executive reporting capabilities for security stakeholders
  • Lead complex threat hunting operations, mentor junior team members on investigative techniques, and proactively refine detection logic to achieve near-zero false positive rates
  • Collaborate closely with the platform team to define the logging architecture roadmap based on future detection requirements and security observability goals
  • Proactively research emerging threats and attack patterns, translating novel techniques into strategic, forward-looking detection logic and advising security leadership
What we offer
What we offer
  • Top-tier health benefits, dental, and vision insurance
  • Hybrid work environment
  • Flexible time off policy, with an encouraged 20 days off per year
  • $2000 annual counseling benefit
  • RRSP matching and RESP contribution
  • Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years
  • Fulltime
Read More
Arrow Right

Principal Cybersecurity Incident Analyst

The Principal Analyst Cybersecurity Incident is a key role responsible for manag...
Location
Location
Australia , Melbourne
Salary
Salary:
Not provided
nttdata.com Logo
NTT DATA
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Bachelor's degree in Information Technology or Computer Science preferred
  • Relevant certifications such as SANS GIAC Security Essentials (GSEC)
  • At least 5 years of experience in the technology information security industry
  • Hands-on experience in administering & managing SIEM platforms Palo Alto XSIAM, Splunk, Microsoft Sentinel etc.
  • Hands-on experience to Analyse logs/events from SIEM solution, wireshark and other infrastructure
  • Deep knowledge of cybersecurity concepts, technologies, and best practices
  • Experience in working in Security Operation Centre and Network Security operations
  • Hands-on experience in administering & managing Vulnerability Management solutions like Qualys, Tenable etc.
  • Hands-on experience in administering & managing SOAR Palo Alto Cortex XSOAR or other SOAR solutions
  • Expertise in writing new and interpreting query language SPL, KQL, XQL
Job Responsibility
Job Responsibility
  • Act like a SIEM consultant who provides expertise and guidance to organizations in setting up, managing, and improving their SOC capabilities
  • Look over dashboards, and reports from the previous day or shift, including checking for any new threats and identifying malware
  • Prepare for and respond to system breaches or attacks
  • Respond to hacks or network insecurities and working to prevent new ones
  • Participate in a shift roster which may comprise of shifts business hours and after hours
  • Assessing SIEM maturity: Evaluating the existing SIEM setup and capabilities of an organization
  • Developing or refining the SIEM infrastructure, the architecture, tools, processes, and workflows of a SOC
  • Implementing security technologies when necessary: Assessing, selecting, and implementing various security technologies such as SIEM, SOAR systems, intrusion detection systems, threat intelligence platforms, and incident response tools
  • Support the Security Management Lifecycle including: monitoring, investigation, research, correlation, trend analysis, remediation and siem configuration
  • Developing security policies and procedures: Assisting in developing, documenting, maintaining SOC standard operating procedures (SOPs), incident response plans, playbooks, and other security policies
  • Fulltime
Read More
Arrow Right

Security Consultant L3

We are looking for an experienced security professional for our 24×7 managed sec...
Location
Location
India , Mumbai / New Delhi
Salary
Salary:
Not provided
binaryglobal.com Logo
Binary Global
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • BE/MCA or University degree
  • At least 6-10 years of experience working in a SOC environment
  • Certifications required – CEH, ECIH/CHFI
  • Knowledge & hands-on experience in the management of IDS/IPS
  • Firewalls, VPN, and other network & security products
  • Experience in security Information event management (SIEM) tools such as Qradar, Arcsight, Logrhythm or any other tools
  • Creating basic & advanced co-relation rules
  • Should have expertise in TCP/IP network traffic and event log analysis
  • Knowledge of ITIL disciplines such as Incident, Problem and Change Management
  • In-depth knowledge of OSI Layers, Internet Protocol, TCP/IP
Job Responsibility
Job Responsibility
  • Review & Analyse security events for quality and possible escalations to raise the alarm
  • Follow-up with customers & vendors to resolve open issues
  • Security device administration with respect to tuning and enhancing detection capabilities
  • Handling SOC MDR Operational requirements
  • Review and present security reports and ensure compliance to security policies and SLAs as applicable
  • Perform in-depth analysis of events and logs for detecting malicious applications and network activity, common attack techniques that compromise hosts, detecting and analysing system and network vulnerabilities and continuous process improvement by discovering the root causes of incidents
  • Work to resolve major security incidents in conjunction with respective resolver groups
  • Experience configuring security incident and event management tools including creating event filtering and correlation rules and reports
  • Ability to work with customer and product specialists to weed out false positives and improve the efficiency of the security operations
  • Creation of knowledge base which will be used by SOC analysts for performing their roles
  • Fulltime
Read More
Arrow Right

Production Support Senior Manager

We are seeking a dynamic and experienced Application Support Manager to lead our...
Location
Location
Singapore , Singapore
Salary
Salary:
Not provided
https://www.citi.com/ Logo
Citi
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 10+ years of experience in Application Support or a related technology field
  • At least 3-5 years in a formal leadership or management capacity
  • Experience installing, configuring, or supporting business applications
  • Proven track record of managing, mentoring, and developing a technical support team
  • Strong architectural understanding of multi-tiered applications and enterprise systems
  • Deep knowledge of UNIX/LINUX environments
  • Strong command-line experience
  • Knowledge of principles of workload automation (e.g., Autosys, Abinitio Control Center)
  • Proficiency with Control Center, Autosys, or similar scheduling/workload automation tools
  • Expertise in database technologies
Job Responsibility
Job Responsibility
  • Lead, mentor, and develop a regional team of application support analysts
  • Manage resource allocation
  • Set performance objectives
  • Foster a culture of continuous improvement and technical excellence
  • Define and own the long-term support strategy for a portfolio of applications
  • Drive initiatives to enhance stability
  • Automate processes
  • Ensure service delivery exceeds expectations and meets all Service Level Agreements (SLAs)
  • Act as the primary point of contact for senior business and technology leaders in the APAC region
  • Manage vendor relationships
  • Fulltime
Read More
Arrow Right

Service Desk Manager

The Service Desk Manager is responsible for ensuring the Service Desk team deliv...
Location
Location
United States , Boca Raton
Salary
Salary:
Not provided
r2ut.com Logo
R2 Unified Technologies
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 5+ years of experience in a Managed Services Provider (MSP) environment
  • 3+ years leading Service Desk or frontline technical support teams
  • Strong working knowledge in one or more of the following: Microsoft Azure infrastructure services (VMs, networking, identity, backups, resource management) or Microsoft 365 administration (Exchange Online, SharePoint, Teams, Entra ID)
  • Strong working knowledge of ITIL-based Incident and Major Incident Management processes
  • Demonstrated experience operating in SLA-driven environments
  • Experience supporting multiple external clients simultaneously
  • Strong executive-level and client-facing communication skills
  • Proven ability to manage high-volume ticket queues and drive resolution performance
Job Responsibility
Job Responsibility
  • Assign, respond to, and oversee service requests and incidents received via phone, email, and the ticketing system, ensuring timely and complete resolution
  • Monitor and regularly review ticket queues to ensure proper prioritization, categorization, and SLA compliance across all managed clients
  • Assist with prioritizing, assigning, and re-assigning tickets as operational needs require, including managing recurring tickets and workflow rules
  • Serve as the primary escalation point for Service Desk team members, assisting with troubleshooting desktop, network, systems, security, cloud, and voice-related issues
  • Respond to complex technical issues and coordinate resolution efforts to ensure cases are resolved in a timely, effective, and professional manner
  • Escalate infrastructure-related issues and partner with Engineering teams for advanced network and systems support when required
  • Ensure customers are notified of critical incidents, outages, and service-impacting issues in a timely and professional manner, maintaining a “white-glove” service standard
  • Work within defined SLAs for the business and ensure regular, accurate status updates are communicated internally and externally
  • Schedule maintenance and coordinate planned service activities for team members
  • Update and create internal documentation, knowledge base articles, and service desk procedures to improve consistency and efficiency
What we offer
What we offer
  • 401k Including matching
  • Profit sharing Share in the success
  • Paid time off Unlimited PTO
  • 100% Covered Medical & Dental
  • Life Insurance
  • ST & LT Disability
  • Fulltime
Read More
Arrow Right