Major Incident Manager

Role & responsibilities

ROLE OVERVIEW

We are hiring Major Incident Managers in Galway and Warsaw to own major incident bridges in Planets 24/7 Command Centre. When a major hits, you take the bridge: the right people, a crisp timeline, clear comms and a path to resolution — every time.

WHAT YOU WILL DO

• Own major incident bridges end-to-end on a 24/7 rota: declaration, command, escalation, resolution and handover.
• Run parallel-bridge capacity with Command Centre Shift Leads so concurrent majors never queue.
• Drive crisp incident communications: status updates, exec summaries, customer impact statements.
• Produce accurate timelines and feed blameless post-incident reviews.
• Manage handovers across shifts and locations to a documented standard.
• Contribute to MIM drills, runbooks and the continuous improvement of response performance (MTTA / MTTR).

WHO YOU ARE

• 4+ years in major incident management or senior incident roles in a 24/7 NOC / command-centre environment.
• Proven bridge command: you can take control of a noisy call and make it productive within minutes.
• Excellent written and spoken English; structured, calm communication under pressure.
• Experience with ITSM and alerting tooling (Jira / JSM, OpsGenie, PagerDuty, ServiceNow or similar).
• Willing and able to work a full 24/7 rotating roster (pattern confirmed at offer; shift premium applies).