Major Incident Manager

About us

At National Grid, our commitment to a cleaner, greener energy future is powered by the dedication and ingenuity of our people. Join our team as a Major Incident Manager and be a part of something bigger—where your unique skills and passions can make a real difference. Together, we are superpowered. 

National Grid is hiring a Major Incident Manager on a permanent basis. This role can be Remote.

Job Purpose

The Major Incident Manager plays a crucial role in overseeing and managing P1 and P2 incidents throughout their entire lifecycle. This includes triaging, validating, and accepting incidents, as well as effectively communicating with stakeholders through various channels such as SMS, email, Teams, and Viva Engage. The Manager also chairs and drives technical and management bridges, ensuring efficient and effective resolution of major incidents. Additionally, they are responsible for handing over incidents to other ITIL disciplines, including problem and change management. Ticket management using ITSM (Service Now) is also a key aspect of the role.

What you’ll do

• Ensure major incidents are resolved within the agreed Service Level Agreement (SLA).
• Send appropriate stakeholder communications within the SLA timeframe.
• Facilitate smooth handover of incidents to downstream ITIL processes.
• Develop and maintain knowledge of process and standard operating procedures, ensuring their implementation.
• Adhere to the Major Incident Manager (MIM) process, policies, and standard operating procedures.
• Provide support and actively participate in the development and testing of automation tools to optimize administrative workload.

About you

• Preferred ITIL 4 foundation qualification.
• Strong time management, planning, and efficiency skills.
• Experience with ITSM work tools, such as Service Now.
• Excellent written and verbal communication skills.
• Ability to work in a high-pressure environment with multiple priorities.
• Possess excellent rapid decision-making skills.
• Demonstrate logical thinking and strong questioning skills.
• Minimum 5 years of experience as a major incident manager in a global 24×7 environment.
• Familiarity with working on a 24×7 rotational basis.
• Experience in operational collaboration within a global team and coordinating offshore resources.
• Excellent communication skills, both written and verbal, promoting two-way communication.
• Ability to prioritize workloads in a fast-paced and high-pressure environment.
• Consistently perform with high levels of accuracy, reliability, and precision.
• Proficient in time management, executing plans promptly and respecting others’ time.

What you’ll get

A competitive salary between £45,000 £55,000 – dependent on capability

As well as your base salary, you will receive a bonus based on personal and company performance and a competitive contributory pension scheme where we will double match your contribution to a maximum company contribution of 12%. You will also have access to a number of flexible benefits such as a share incentive plan, salary sacrifice car and technology schemes, support via employee assistance lines and matched charity giving to name a few.

More Information

The closing date for this vacancy is 20th November. However, we encourage candidates to submit their applications as early as possible and not to wait until the published closing date. National Grid’s recruitment periods can and may vary. We reserve the right to remove this advert or close it to further applications at any point during the recruitment process.

DE & I statement 

At National Grid, we work towards the highest standards in everything we do, including how we support, value and develop our people. Our aim is to encourage and support employees to thrive and be the best they can be. We celebrate the difference people can bring into our organisation, and welcome and encourage applicants with diverse experiences and backgrounds, and offer flexible and tailored support, at home and in the office.

Our goal is to drive, develop and operate our business in a way that results in a more inclusive culture. All employment is decided on the basis of qualifications, the innovation from diverse teams & perspectives and business need. We are committed to building a workforce so we can represent the communities we serve and have a working environment in which each individual feels valued, respected, fairly treated, and able to reach their full potential.

#LI-AZ1

#LI-HYBRID

Read Full Description