Senior IT Problem & Major Incident Manager Job at Social Value Portal Ltd (London)

Incident Manager

We are seeking a proactive and detail-oriented Incident Manager to take ownershi...

Location

United States , Princeton

Salary:

82.35 USD / Hour

Realign

Expiration Date

Until further notice

Requirements

Bachelor’s degree in Computer Science, Information Technology, or a related field
3–5 years of experience in IT service management or incident management roles
Strong understanding of ITIL framework
ITIL certification preferred
Excellent communication, leadership, and problem-solving skills
Ability to perform under pressure in a fast-paced, 24/7 environment
Experience with service management tools (e.g., ServiceNow, BMC Remedy, Jira Service Management)

Job Responsibility

Manage and coordinate the response to high-impact incidents, ensuring timely resolution and communication
Act as the central point of contact during major incidents, coordinating cross-functional teams and technical resources
Drive root cause analysis (RCA) and post-incident reviews to identify corrective and preventive actions
Maintain detailed incident logs, timelines, and reports for transparency and compliance
Develop and maintain incident management policies, procedures, and workflows
Provide regular updates to senior management and stakeholders on incident status and progress
Collaborate with Change and Problem Management teams to ensure a seamless ITIL service management approach
Lead the continual improvement of incident management processes, tools, and performance metrics

Command and Control Senior Manager

The C3 Senior Manager is responsible for the day-to-day management and operation...

Location

Canada , Toronto

Salary:

Not provided

Cloud Carib

Expiration Date

Until further notice

Requirements

5 to 10+ years of previous operations experience as a Senior Manager with direct experience in a Data Centre, Cloud Computing, Managed Services, or Hosting environment as associated to ITIL and ITSM practices
Bachelor’s degree in computer science or relevant area or accumulated on the job experience within the IT/Technology Services industry
Demonstrated leadership, communication, and technical writing skills
Advanced skills in a wide array of technologies to ensure operational expertise and technologies that are aligned to the Services offered by the company
Ability to budget, multi-task, prepare reports, and measure results
Must speak and write fluently in the English language

Job Responsibility

The Senior Manager leads the C3 (Command and Control Centre) Service Desk function and is accountable for process mapping between staff and controls in relation to Event Management, Incident Management, and Problem Resolution
The Senior Manager is accountable to guarantee both passive and active monitoring tools are in place and fully functional 24x7x365 to maintain 100% compliance for data capture for any change in any Configuration Item (CI) or Service under management
The Senior Manager is responsible to ensure that monitoring systems and practices are constantly tuned to guarantee Event management is focused on generating and detecting meaningful notifications about the status of the IT infrastructure and Services
The Senior Manager is responsible for generating daily, weekly, monthly, quarterly, and annual compliance reports that Event Management is functioning within a complaint state
where variations occur, clear documentation is present to show remediation timelines and plans for audit purpose
The Senior Manager is accountable and responsible for ensuring end-to-end compliance to established Service Level Agreements (SLAs) and Service Level Objectives (SLOs) for all aspects of the service desk function
The Senior Manager is accountable for planning, management, and operations of all tools, processes, and people involved in the Incident Management process
The Senior Manager is responsible for coordinating all interfaces between Incident Management and other Service Management Processes
The Senior Manager is responsible for generating daily, weekly, monthly, quarterly, and annual compliance reports that Incident Management is achieving greater than the 90th percentile in efficiency, cost, and Client satisfaction
The Senior Manager is accountable and responsible for the end-to-end management, oversight, escalation (technical and management), and communications for all Major Incidents

Fulltime

Enterprise Major Incident & Problem Management Analyst

The Major Incident and Problem Manager plays a critical role in managing and res...

Location

Lithuania , Vilnius

Salary:

3129.79 - 4471.10 EUR / Month

Cencora

Expiration Date

Until further notice

Requirements

Bachelor's or Master's Degree in Computer Science, Information Systems, Business Administration, or related field
or equivalent work experience
ITIL4 certified is a plus
Major Incident Management expertise: strong command of ITIL/ITSM concepts (incident, major incident, problem, change) and service restoration focus
Problem Management & RCA awareness: understanding of PMIR/RCA practices (5 Whys methodology) and how to translate incidents into corrective/preventive actions
Change/release awareness: ability to identify change-related outages, enforce change controls during recovery, and coordinate rollback/failover decisions
Customer/service mindset: focus on restoring critical services, minimizing impact, and supporting business continuity
Operational leadership under pressure: ability to take command, structure a response quickly, and drive multiple teams to resolution
Technical breadth: working knowledge across infrastructure, networks, cloud, end-user, applications, databases, and integrations (enough to triage and challenge effectively)
Crisis communication: Excellent written and verbal communication skills

Job Responsibility

Own the Major Incident (MI) process end-to-end: declare/confirm major incidents, assign severity/priority, maintain command and control, keep a clear action plan, track owners/timelines, remove blockers, and ensure operational discipline to drive restoration of service
Communications Management: provide timely, accurate updates (internal and external as required), manage executive briefings, and set stakeholder expectations
Tooling and Documentation: ensure incidents are logged correctly in ITSM tools, with accurate timestamps, actions, and evidence. Track and report MI KPIs, trends, and improvement outcomes
Collaborate with Executive Leadership: Work closely with senior management to align incident management strategies with business goals
Service Improvement: identify recurring issues, process gaps, and automation opportunities
recommend and drive MI process improvements
Problem Management Handoff: ensure follow-up work is created, prioritized, and tracked (problem records, corrective actions, risk acceptance where needed)
Problem Management: ensure problems are logged, categorized, prioritized, and progressed through to closure. Perform root cause analysis to prevent future incidents
After-hours/On-call Participation: Participate in out-of-business-hours support duties as part of an on-call rotation schedule

What we offer

competitive annual bonus
life insurance from Day 1
best-in-class health insurance package
up to 6 fully paid benefit days a year
referral bonus scheme
boundless learning opportunities
global Employee Assistance Program
office location in Quadrum equipped with everything you need for a small break at work and fresh snacks at all times

Fulltime

Service Recovery Manager

Embark on a transformative journey as a Service Recovery Manager. At Barclays, o...

Location

United States , Whippany

Salary:

80000.00 - 120000.00 USD / Year

Barclays

Expiration Date

Until further notice

Requirements

Awareness of ITIL Service Operations disciplines such as event, incident, problem, change, and continuous service improvement
Familiarity of Service Management tools, like ServiceNow and incident to problem workflows
Communication skills with the ability to engage senior stakeholders and manage complex situations
Major Incident Management, from escalation through to resolution
Familiarity with Monitoring/observability tools, like AppDynamics, Observe, and ThousandEyes

Job Responsibility

Support the management of major incidents while learning how to simplify processes and contribute to eliminating root causes
Assist in continuous improvement to help strengthen systems and processes
Development, implementation and management of major incident management programmes
Execution of responses to reported incidents from various channels
Analysis of logs, system data and user reports to identify the root cause of incidents
Execution of regular tests and simulations to test response procedures
Documentation and analysis of past incident details

What we offer

Medical, dental and vision coverage
401(k)
Life insurance
Other paid leave for qualifying circumstances
Competitive holiday allowance
Private medical care
Pension contribution
Incentive award eligibility

Fulltime

VBTS Resilience & Incident Senior Expert

At Vodafone, we’re not just shaping the future of connectivity for our customers...

Location

Türkiye , İstanbul

Salary:

Not provided

Vodafone

Expiration Date

Until further notice

Requirements

Minimum 5 years of experience in Incident Management, Business Continuity, Service Management, or related fields
Experience managing major service incidents and continuity processes in a technology or service-based environment
Strong knowledge of ITIL Incident & Problem Management (ITIL certification preferred)
Proven experience with BCP, DR, BIA, and crisis/continuity governance
Strong leadership and facilitation skills during high-pressure situations
Excellent communication skills, with the ability to deliver clear updates to senior executives
Strong analytical mindset with the ability to drive root cause and long-term prevention actions
Experience running BC/DR tests, tabletop simulations, and readiness exercises
Familiarity with service delivery models (SaaS, Managed Services, MSP, Technology Operations)
Ability to develop policies, procedures, and playbooks

Job Responsibility

Lead and manage the Incident Management and Business Continuity (BC) processes end-to-end
Serve as the single point of contact (SPOC) for major incidents and continuity events
Coordinate cross-functional response and recovery efforts to restore services and business operations quickly
Establish, maintain, and continuously improve Business Continuity Plans (BCP) and Disaster Recovery (DR) frameworks
Conduct Business Impact Analyses (BIA) to identify critical business processes and dependencies
Define and maintain RTO (Recovery Time Objectives) and RPO (Recovery Point Objectives) with service and process owners
Lead major incident bridge calls and ensure structured response, timely decisions, and clear communication
Provide real-time stakeholder and leadership updates during major incidents and outages
Oversee incident documentation, reporting, and tracking through closure
Drive root cause analysis and ensure preventive and corrective actions are implemented

What we offer

Vflexy: Flexible Benefits Program
Hybrid working kit
Ergonomic kit allowance
Digital meal voucher
Flexible transportation allowance
Employee assistance hotline & counselling
Comprehensive and flexible private health insurance
Discounted price deals for wide range of products & services

Service Management Service Manager

The Service Operation Manager will be responsible for developing and leading a t...

Location

India , Noida

Salary:

Not provided

Sopra Steria

Expiration Date

Until further notice

Requirements

12-15 years’ work experience
At least 7-8 years’ experience in independently managing service operations
Should have technology background and experience in leading Service Operations/service delivery of large engagement involving Cloud Infra/cloud hosted services
Required level of leadership and management experience to manage larger teams and collaborate and influence senior managers
Experience in organizational change management (transformational experience)
Strong leadership skills including effective time management, prioritization, and delegation of work
Excellent communication skills - should be comfortable with customer handling, capable to leading major incident management calls
Responsible/own the Problem management and capability to drive issues towards closure
Experience in coaching and mentoring teams including their performance appraisals
Should be familiar working on ITSM tools (SNOW etc), Jira confluence, MS project etc

Job Responsibility

Developing and leading a team of IT Specialists for day-to-day operations and service lifecycle management involving technical Infrastructure Support operations as part of global Axway Cloud Managed Services
Ensuring the support strategy is in alignment with the overall IT and business direction and meeting the stringent availability KPIs and SLAs
Working and interacting directly with a global management team and stakeholders across the IT groups (e.g. Cloud Infra, Application Management, Cloud COEs, CAB, business owners/users, etc..)

Fulltime

Cybersecurity Consultant - Resilience Engineering

At Bosch, we shape the future by inventing high-quality technologies and service...

Location

Poland , Warszawa

Salary:

Not provided

Robert Bosch Sp. z o.o.

Expiration Date

Until further notice

Requirements

Basic software development skills in Java/ Python/ SQL etc.
Basic understanding of Cloud technology, with a fair understanding of services being offered by at least the major Cloud Service Providers
Previous experience with Security Engineering
Experience working with agile methodologies (like SCRUM)
Hands-on experience in penetration testing/ ethical hacking/ bug-bounty hunting would be preferable
Understanding of cyber security processes (vulnerability management, threat management, incident handling, security monitoring, etc.)
Knowledge of Secure SDLC and secure architecture principles
Knowledge of analytical tools to derive insights from assessment reports
Knowledge of cybersecurity frameworks and standards like ISMS, NIST RMF, MITRE ATT&CK framework etc.
Comfortable interacting with engineers for solving complex problems as well as senior management roles to apprise them of the cybersecurity perspective in existing processes

Job Responsibility

Support the development and implementation of a Cyber Security resilience road map
Analyze the cybersecurity posture of software applications on web, cloud, enterprise to identify areas of concern and prepare road map for mitigation of common, recurring vulnerabilties
Interface with development teams within the organization to strengthen cybersecurity practices
Conduct and participate in resiliency exercises across domains to determine security requirements and specifications
Manage external and internal stakeholders' communication
Maintain good communication with stakeholders in the governance vertical as well as the development and cybersecurity assessment verticals establishing synergy towards achievement of an organizational cybersecurity resilience
Support in development and implementation of information/ cyber security controls and change initiatives across the Bosch group
Support in deriving and implementing methods to improve cybersecurity in repetitive development processes

What we offer

Competitive salary + annual bonus
Hybrid work with flexible working hours
Referral Bonus Program
Copyright costs for IT employees
Complex environment of working, professional support and possibility to share knowledge and best practices
Ongoing development opportunities in a multinational environment
Broad access to professional trainings (incl. language courses), conferences and webinars
Private medical care and life insurance
Cafeteria System with multiple benefits (incl. MultiSport, shopping vouchers, cinema tickets, etc.)
Prepaid Lunch Card

Fulltime

Assistant Technical Services Manager

You will be responsible for delivering superior technical services requirements ...

Location

Korea, Republic of , Seoul

Salary:

Not provided

JLL

Expiration Date

Until further notice

Requirements

Bachelor’s degree in an Engineering discipline is preferred
Minimum of 5 years of relevant engineering management experience
Certification in Sustainability such as LEED, WELL will be an added advantage
Certification in Project Management such as PMP will be an added advantage
A high level of financial aptitude and budget management experience and the ability to ensure that services are offered in a timely, efficient and cost effective way
Accompany with working experience in an old building will be an added advantage
Experience in digital buildings including IOT based system knowledge is an added advantage
Experience in managing minor projects will be an added advantage
Registered Electrical Worker (REW) is not a MUST
Required to be the first contact point to handle emergency cases during non working hours and holidays

Job Responsibility

Leading Technical Services in South Korea
Delivering superior technical services requirements and overseeing the technical operations of all building systems
Achieving excellence in managing critical operations and programs onsite
Ensuring the highest standards are delivered and best practices implemented consistently
Partnering with vendors providing expertise in managing the client environment and technical services, with a focus on continuous improvement and risk management
Providing outstanding client service
Leading, monitoring and mentoring to effectively control technical services activity
Supporting local and regional initiatives by driving consistent improvements in implementation and service delivery
Ensuring no unplanned outages
Ensuring maintenance/testing of services with no interruption to supply

Fulltime

Senior IT Problem & Major Incident Manager

Social Value Portal Ltd

Location:
United Kingdom , London

Category:
IT - Administration

Contract Type:
Employment contract

Salary:

Job Description:

Job Responsibility:

Requirements:

Nice to have:

Additional Information:

Job Posted:
January 24, 2026

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Location:United Kingdom , London

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Job Posted:January 24, 2026

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