Major Incident Co-Ordinator

We are seeking a customer-focused and enthusiastic individual to join the Operations Bridge team, responsible for monitoring and managing major incidents across on-premise, offshore, and cloud-based infrastructure environments. The Operations Bridge team plays a critical role as the central point of coordination during major incidents—leading, facilitating, and driving technical resources to resolve service outages as quickly as possible, while minimising business impact.

In addition to incident management, the team supports both proactive and reactive Problem Management activities, working to identify root causes and prevent recurring issues. The successful candidate will demonstrate strong leadership capability, with experience managing a team of IT professionals and confidently engaging with stakeholders at senior levels. A solid understanding of enterprise IT services and technologies is desirable, alongside excellent communication and collaboration skills. This role will also support a strategic transformation of the service model, requiring close alignment with leadership to implement new processes, drive agility, and enhance collaboration across teams. Delivery will align with Agile principles and ITIL Continuous Service Improvement methodologies.

• Lead and coordinate the Major Incident Management process, ensuring rapid service restoration within SLA targets
• Act as the central point of contact during incidents, engaging vendors, SMEs, and resolver groups
• Provide clear and timely communication to senior stakeholders, ensuring visibility of impact and progress
• Conduct structured post-incident reviews, identifying learnings and improvement actions
• Monitor critical business services, applications, and infrastructure, identifying trends and escalating risks
• Build and maintain strong relationships with key customer stakeholders and IT leadership teams
• Drive adherence to ITIL best practices and Service Management processes
• Lead continuous improvement initiatives within the Major Incident function
• Support Problem Management and End-to-End Incident Management activities

• Strong understanding of critical IT services, business applications, and enterprise infrastructure
• Commercial awareness and ability to understand customer priorities and pressures
• Excellent communication skills, with the ability to adapt style to different audiences
• Proven knowledge of Service Operations and Service Management processes
• Flexible approach to working hours where required

• Experience with Service Desk support methodologies and tools
• Strong written and verbal communication skills
• Confident presentation skills
• Excellent customer service focus
• Strong organisational and planning skills with a methodical approach
• Basic data analysis capability

• Experience in Major Incident Management
• Exposure to secure or highly regulated environments
• Awareness of ITIL frameworks and best practices
• Previous experience working in complex enterprise IT environments

This role requires working onsite at a secure location near Reading, Berkshire (UK). No hybrid or remote working available. Candidates must be eligible for and hold MOD DV Clearance. No dual nationality permitted in line with clearance requirements.

Permanent, full-time role. Access to extensive training and professional development resources. Competitive benefits package including: Workplace pension scheme, Life assurance, Private medical cover, Holiday insurance. The site benefits from on-site facilities including a restaurant, parking, and excellent public transport links.