Major Incident Manager

Job Description

This is a high impact role at the heart of keeping Virgin Media O2 services running when it matters most. As a Major Incident Manager, you will take control of our most critical incidents, leading the response, restoring service quickly and keeping the business informed every step of the way. You will work closely with technical, operational and business stakeholders to coordinate resolution, drive clear communication and ensure learnings are captured to prevent repeat issues. Alongside day to day incident leadership, you will help shape and continuously improve our major incident processes, tooling and capability across Operations.

Please note, this is a 24/7 shift based role, covering days, nights and weekends on a 4 on, 4 off basis. Reading would be the preferred location of the role but other locations may be considered - this can be discussed on application!

Who we are At Virgin Media O₂, we connect people to the moments that matter most. Virgin Media leads the UK for broadband reliability, speed and overall performance, while O₂ keeps people connected on the move with award-winning coverage. We’re also proud to be named one of the Financial Times Top 500 Best Employers for 2026, based on one of the UK’s largest employee satisfaction surveys. Join us and you’ll be part of a team that stays curious, positive and focused on making life easier for our customers and each other. We’re investing in the future of connectivity, from expanding next-generation 5G to exploring satellite-supported solutions that help reach rural communities and hard-to-connect places. You’ll work with people who back good ideas and give you plenty of room to grow. So if you’re looking for a place where you can feel supported, trusted and genuinely valued, you’ll feel right at home here.

Our ways of working

We’re a flexible-first organisation, because we know people do their best work when they have choice and clarity. To support meaningful collaboration, we ask everyone to spend at least eight days a month connecting with each other in person.That doesn’t just mean time in the office – it could be team meetings, offsites, volunteering days, cross-functional projects, or away days. What matters is making those moments count – so when we come together, it benefits everyone .

Accessible, inclusive and equitable for all

We believe a better tomorrow starts with the choices we make today. That means moving the dial on diversity, building equity into everything we do and putting inclusion at the heart of our business. Virgin Media O₂ is an equal opportunities employer and we work hard to remove bias and barriers. We want every person who joins us – and everyone thinking about joining us – to feel seen, heard and supported. When you work with us, you’ll have access to our award-winning employee network groups. These communities bring people together, champion allyship and create uplifting spaces where you can learn, share and feel part of something bigger. They play a big role in helping people feel connected from day one. The must haves In order to be considered, you must have the following experience;

• Proven experience in incident management or a closely related discipline
• Strong working knowledge of ITIL and service management best practice
• Experience leading and coordinating technical teams during high pressure situations
• Confidence communicating complex technical issues to senior, non technical stakeholders
• Experience working across multiple teams to deliver timely service restoration The other stuff we are looking for We'd also love you to bring;

• Experience with Agile ways of working
• A continuous improvement mindset with experience enhancing processes or tooling
• Strong stakeholder relationship management skills
• Experience working with third party vendors during incidents
• The resilience to remain calm, decisive and focused during major service outages What's in it for you We know life isn’t just about work, so our benefits are built to support you in the moments that matter. You’ll get Bupa healthcare, wellbeing support, life cover, a pension and generous holiday –plus your birthday off. And there’s more! Enjoy some extra perks on us, with optional electric vehicle lease and Cycle2Work schemes, dental insurance, neurodiversity assessments, and brilliant discounts on broadband, TV and mobile. You’ll even get access to the Virgin Family platform and the O₂ Priority app, with exclusive rewards, experiences and chances to attend events at The O₂ and beyond. Next steps If this feels like a place where you can belong, we’d love to see what you can do. Once you apply, the next steps might include a call with a recruiter, a video interview, an interview with the hiring manager and a task or assessment. We’ll also ask about any adjustments you might need, and we’ll do our best to make them happen. We review applications and interview throughout the advert window, so it’s worth applying sooner rather than later! If you’re offered the role, the offer will be subject to background checks, including a criminal record check and, for some roles, a financial background check. #LI-NH2