Major Incident Manager

FourNet is seeking a Major Incident Manager to join our busy Operations Department based out of our Manchester head quarters in Trafford Park. This role is suitable for a skilled applicant who has previously worked as a Major Incident Manager, preferably within an MSP environment. We’re looking for someone to manage the communication strategy with key customers during major incidents, so previous experience of leading on major incident communications is essential. This is a full-time, hybrid role with three days working in our Manchester office and two days working from home.

Main Duties…

FourNet handles up to approximately 60 major incidents per month. We’re seeking a Major Incident Manager to take the lead on these in this busy working environment and undertake the following tasks…

• Major Incident Manager for all Priority 1 (P1) and Priority 2 (P2) incidents, taking full ownership from detection to resolution.
• Lead real-time coordination of technical and business teams during critical events to ensure rapid restoration of service. Whether on the phone, email or chat.
• Provide clear, concise, and confident communication to all stakeholders -- including executives, customers, and internal teams -- throughout the incident lifecycle.
• Be empowered to make critical operational decisions to minimise business impact and restore services quickly.
• Own and continuously improve the Major Incident Management process, ensuring it remains fit for purpose and supports operational excellence.
• Maintain strong working relationships with suppliers, resolver groups, and third-party providers to ensure swift resolution of issues
• Ensure compliance with internal governance, audit, and quality assurance standards related to incident management.
• Champion continual service improvement by analysing incident trends and implementing proactive measures to reduce recurrence.
• Contribute to the ongoing optimisation of monitoring, alerting, and ticketing tools to enhance incident detection and response efficiency.
• Participate in or coordinate out-of-hours on-call rotas to ensure continuous major incident coverage.
• Conduct and lead Post-Incident Reviews (PIRs) following major incidents to capture lessons learned and identify opportunities for improvement.
• Ensure timely creation and completion of Root Cause Analyses (RCAs) via the Major Incident Management process.
• Own the RCA SLA, ensuring accountability and adherence to agreed timeframes.
• Drive the implementation and tracking of corrective and preventive actions arising from RCAs.
• Provide analysis of PIR and RCA data to identify trends, reduce repeat incidents, and drive continuous service improvement initiatives.
• Prepare and present major incident summaries, trend analysis, and service improvement reports at operational and service review meetings.

A comprehensive job description can be provided on request.

Why FourNet?

• We offer great flexibility and operate a hybrid working model. This role is initially office based but over-time will move to hybrid or fully remote.
• Initially, you’ll be working Monday to Friday in this position, but once you have received all your training we anticipate you will move to a shift pattern.
• We genuinely care about our people and will do our best to accommodate preferences when putting a shift patten in place.
• We offer benefits like enhanced maternity/paternity pay and pension contributions.
• We have a real focus on employee wellbeing and support our people with access to internal mental health first aiders and external employee assistance programmes.
• We offer 25 days holiday,  plus bank holidays, increasing with service.
• There’s a great social side to life at FourNet, with lots of events, volunteering opportunities and wellbeing initiatives to get involved with.
• We’ve grown a lot over the years, yet still maintain a friendly, supportive culture with people who genuinely care about each other and the FourNet community.
• And you can take advantage of our electric vehicle scheme, cycle to work scheme, tech scheme and employee health plans.

Is this right for me?

We’re looking for someone who has worked as a Major Incident Manager previously. Alongside this, we’re looking for someone with the following skillet…

• A minimum of 3 years' experience in Major Incident Management.
• Reliability and accountability, especially when managing high-pressure or out-of-hours incidents.
• Exposure to Root Cause Analysis (RCA) and continuous improvement frameworks.
• Excellent communication skills -- verbal, written, and interpersonal -- are mandatory.
• Strong customer service orientation and ability to liaise effectively with stakeholders at all levels.
• Empowered to make decisions, confident in taking ownership and driving outcomes.
• Ability to remain calm, focused, and decisive during major incidents.
• Strong organisational and time management skills, with the ability to prioritise under pressure.
• Experience mentoring or leading technical or service operations teams.
• A proactive 'can-do' attitude with a focus on continuous improvement.
• ITIL 4 Practitioner- Incident Management.
• Experience in network, infrastructure, or cloud technologies.
• Experience working within Critical National Infrastructure or managed service environments.
• Previous leadership skills or want for leadership desired but not a requirement.

We also look for people who demonstrate our traits and behaviours…

• Focus on customers - committed to providing the best service to our customers in all that they do.
• Working Together - Working cooperatively with colleagues, customers, partners, and suppliers. Gains support from others. Relationship driven and 'human.'
• Can-Do Attitude - Takes personal responsibility for getting things done.
• Growth - Proactively seeks ways to improve and grow the business.

To apply, please email your CV directly to eupton@fournet.co.uk or follow the link below to apply.

Please note that, due to the volume of CVs we receive, it’s not always possible to respond to every applicant, though we always endeavour to do so. Thank you in advance for your application.