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For Companies At a Glance
- Tasks: Lead major IT incident management and ensure swift service restoration.
- Company: Join Netcompany, a top tech disruptor in the UK with ambitious growth plans.
- Benefits: Enjoy 25 days holiday, private healthcare, and professional development support.
- Why this job: Be part of a dynamic team in a prestigious company that values innovation and flexibility.
- Qualifications: Experience in ITIL Service Lifecycles and a proactive attitude are essential.
- Other info: Flexible hours required; travel for projects may be necessary.
The predicted salary is between 43200 - 72000 ÂŁ per year.
Company Description
Netcompany is one of the fastest growing technology companies in the UK, recognised for disrupting the marketplace and helping to transform the IT sector. We deliver IT Transformation and Delivery services to some of the most well‑known organisations in the UK and can count 18% of the FTSE 100 as clients, delivering services across several different sectors.
Netcompany have ambitious growth plans for the next few years and will continue to win and deliver multi‑million‑pound projects, offering a fantastic opportunity for all members of staff to grow with us and carve out a challenging, successful and rewarding career.
Job Description
We are looking for a Major Incident Manager to join our team on a permanent basis to drive forward our delivery capability and deliver the optimum solutions to the clients. Based in Leeds this is a great opportunity to join one of the most exciting, innovative, prestigious, and forward‑thinking technology‑enabled organisations in the UK.
Our Service Management Practice delivers infrastructure support services to a significant number of clients, across multiple sectors. The current Service Delivery team is approximately 55 strong and offers prospective candidates with the opportunity for significant recognition, skills and technology exposure and career development and training across multiple business areas.
The role is primarily Leeds based however you may be expected to work at our client locations as and when required.
The Major Incident Manager will ensure SLA/KPI targets are being achieved and the contracted scope of services are being delivered efficiently within an ITIL® framework. The candidate will ensure that highly effective communications and levels of understanding are maintained with the client and suppliers through regular and ad‑hoc meetings.
Key Responsibilities
- Acts as the main escalation point for Major IT Incidents & take full ownership of facilitating the restoration of service following Major Incidents within the agreed SLA\’s in a multi‑supplier environment.
- Setup and distribute Major Incident Communication during the major incident life cycle, until resolution and ensure progress on incidents is continually assessed, making appropriate interventions, directing and facilitating resolution activity.
- Update ITSM toolset, capturing all updates and actions.
- Complete Major Incident Report, set up and run Post Incident Review meetings and ensure all problem records are logged and progressed with suppliers.
- Complete Monthly reporting for Major Incidents and Problem Management and run daily/weekly Major Incident and Problem Meetings.
- Ensure all problem records are logged and progressed with suppliers.
- Manage the end‑to‑end reactive and proactive Problem Management Process.
- Support the Major Incident Team Leader when required, including assisting with team coordination, managing escalations, and prioritising workloads during peak periods or absences.
Qualifications
- Considerable experience of working with the ITIL Service Lifecycles in an ITIL based Service Management environment.
- ITIL Foundation V4 or equivalent experience.
- Experience supporting team leadership activities, including managing escalations, coordinating rotas, and helping to prioritise team workloads.
- Self‑motivation, flexibility, initiative, and integrity are required to ensure that our clients and the Netcompany management have a high degree of confidence in the candidate\’s ability to efficiently deliver within the role with minimal intervention.
- Must be willing to travel for projects if/when required.
- This position requires 24/7/365 day cover so candidates must be flexible and able to work out of hours as part of an on‑call rota.
Additional Information
Netcompany Academy
Through our Netcompany Academy, we offer a diverse range of courses, seminars and certifications carefully curated to support your development. As you advance in your career, the Academy tailors its offerings to enhance your managerial skills, deepen your understanding of methodologies, hone your leadership abilities, and fine‑tune your strategic acumen.
As you progress through the content, you’ll naturally take on more responsibility and network with your peers.
Essentials
- Must be willing to do UK based travel for projects.
- Must have the right to work in the UK.
- Must be able to attain a UK Security Clearance.
Benefits Include
- 25 days’ holiday.
- Private Medical Health care via Vitality.
- Pension contribution, Life Assurance.
- Professional certifications supported as part of learning and development.
- A range of retail discounts to enhance your lifestyle, encompassing restaurants, supermarkets, travel, leisure activities and health and well‑being services.
- Access to our Employee Resource Groups, which represent diverse backgrounds and provide a platform for colleagues to connect, learn, and support one another.
Company Information
Join Netcompany, where we proudly hold the 5th position on the esteemed UK Top 50 Best Places to Work in the Glassdoor Employees’ Choice Awards for 2024.
At Netcompany, we pride ourselves on our entrepreneurial spirit and our capacity for doing things differently. Our culture is built on fostering low bureaucracy, emphasizing high agility and promoting flexibility, enabling everyone to contribute their best.
Our journey began in the UK with the acquisition of Hunter Macdonald in 2017. As one of Northern Europe’s most accomplished IT companies, we have expanded our headcount globally to 7400+ employees and have offices in UK, Denmark, Norway, Poland, Holland and Vietnam.
Netcompany is committed to providing an inclusive and barrier‑free recruitment process for anyone wishing to apply for a job with us. We operate a Disability Confident Interview Scheme which means that we offer guaranteed interviews to all applicants with a disability who meet the minimum criteria for a role. Applicants are asked to opt in, so please let us know if you wish your application to be considered under this scheme.
If you need any reasonable adjustments or extra support during the recruitment process, please contact us at
We provide a supportive WhatsApp Group for partners and members of the Netcompany team as we go through an intake and interview process of opportunities.
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Major Incident Manager employer: Netcompany
Contact Detail:
Netcompany Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Major Incident Manager
✨Tip Number 1
Familiarise yourself with the ITIL framework, especially the Service Lifecycle. Understanding how Major Incident Management fits into this framework will help you demonstrate your expertise during interviews.
✨Tip Number 2
Network with professionals in the IT service management field. Attend industry events or join online forums to connect with others who may have insights or even referrals for the Major Incident Manager role at Netcompany.
✨Tip Number 3
Prepare to discuss real-life scenarios where you've managed major incidents. Be ready to explain your approach, the challenges faced, and how you ensured effective communication throughout the incident lifecycle.
✨Tip Number 4
Research Netcompany's recent projects and their impact on clients. Being knowledgeable about the company’s work will allow you to tailor your responses and show genuine interest during the interview process.
We think you need these skills to ace Major Incident Manager
Some tips for your application 🫡
Understand the Role: Before applying, make sure to thoroughly read the job description for the Major Incident Manager position. Understand the key responsibilities and qualifications required, as this will help you tailor your application effectively.
Highlight Relevant Experience: In your CV and cover letter, emphasise your experience with ITIL Service Lifecycles and any relevant incident management roles. Use specific examples to demonstrate how you've successfully managed major incidents in the past.
Showcase Communication Skills: Since the role requires effective communication with clients and suppliers, include examples of how you've maintained clear communication during high-pressure situations. This could be through managing teams or facilitating meetings.
Tailor Your Application: Customise your CV and cover letter to reflect the values and culture of Netcompany. Mention your alignment with their entrepreneurial spirit and flexibility, and express your enthusiasm for contributing to their ambitious growth plans.
How to prepare for a job interview at Netcompany
✨Understand ITIL Framework
Make sure you have a solid grasp of the ITIL Service Lifecycles, as this role heavily relies on it. Be prepared to discuss how you've applied ITIL principles in your previous roles and how they can benefit the company.
✨Demonstrate Communication Skills
As a Major Incident Manager, effective communication is key. Prepare examples of how you've successfully communicated during major incidents, including how you kept stakeholders informed and engaged throughout the process.
✨Showcase Problem Management Experience
Highlight your experience with both reactive and proactive problem management processes. Be ready to discuss specific incidents where you identified root causes and implemented solutions to prevent future occurrences.
✨Flexibility and Availability
Since the role requires 24/7 coverage, emphasise your flexibility and willingness to work out of hours. Share any past experiences where you had to adapt your schedule to meet urgent business needs or client demands.
