Cloud infrastructure
10 major incident management experts
These ten professionals have managed major IT incidents inside operating companies, in roles such as major incident manager and head of major incident management. A reader can learn how major incident management leaders build and run their teams.
Professionals to explore
01—10Bryn Jones
LinkedInExperience: Major Incident Manager · Sky
Former Major Incident Manager at Sky (2014–2020), with other Sky roles including Senior Incident & Problem Manager (2020–2022) and Manager of Incident Management (2022–2024). Head of Technology Incident Management at Computershare since 2024. The profile describes owning the incident and problem management process and keeping users and stakeholders informed throughout major incidents and root cause investigations.
Gary Jack
LinkedInExperience: Major Incident Manager · National Grid
Major Incident Manager at National Grid since 2025. Former Major Incident Manager - Service Operations at Ladbrokes Coral (2018–2019) and Sportsbook Incident Manager - Service Management at LiveScore Group (2019–2024). The profile describes responsibility for managing all customer-facing and internal incidents at a large UK sports media and betting provider. Other roles include Major Incident & Problem Manager Assistant Director at EY (2014–2018).
Gemma Cleal-Bramley
LinkedInExperience: Head of Major Incident Management · Vocalink, a Mastercard company
Former Head of Major Incident Management at Vocalink, a Mastercard company (2019–2021). Other Vocalink roles include Director - Incident Management and Operational Assurance since 2024, Head of Incident Management (Incident Management and Major Incident Management) (2021–2024) and Information Technology Service Delivery Manager (2012–2019). Former Customer Service Manager at LINK (2009–2012).
Jacob Melitta George
LinkedInExperience: Major Incident Manager · O2 (Telefónica UK)
Major Incident Manager at O2 (Telefónica UK) since 2019, a role the profile describes as making sure the incident process is followed and incidents are escalated through resolver teams on time against SLAs. Former Major Incident Manager at YOOX NET-A-PORTER (2018–2019), EY (2016–2018) and IBM (2013–2016).
Jonathan Davis
LinkedInExperience: Global Lead - Major Incident Management · National Grid
Former Global Lead - Major Incident Management at National Grid (2020–2023), with other National Grid roles including Head of Global Incident Management (2021–2023) and Interim Global MIM Lead (2019–2023). Head of Service Management Operational Continuity at National Gas since 2023, alongside a Head of Service Management role there (2023–2025).
Kevin Anderson
LinkedInExperience: Senior Global Escalation & Major Incident Manager · BT Group
Senior Global Escalation & Major Incident Manager at BT Group since 2018. Other BT Group roles include 24 Hour Duty & Major Incident Manager (2015–2018) and 24 Hour Duty Manager (2008–2015). The profile describes commanding major incidents end-to-end, handling global escalations and engaging senior stakeholders up to Director and President level while restoring service.
Mani Kumar
LinkedInExperience: Major Incident Manager · Google
Major Incident Manager at Google since 2022. Former Major Incident Manager at Intuit (2020–2022) and Major Incident Manager at Invesco (2019–2020). Other roles include Azure Incident Manager at Microsoft (2018–2019) and ITIL Incident Manager at Synchrony (2016–2018).
Mark Stapleton
LinkedInExperience: Lead Major Incident and IT Operations Manager · Lloyds Banking Group
Lead Major Incident and IT Operations Manager at Lloyds Banking Group since 2025, a role the profile describes as leading the groupwide response to critical and high-severity IT incidents. Former Digital Technical Recovery Manager at Lloyds Banking Group (2017–2025) and Technical Release and Environment Manager there (2015–2017). Other roles include Technical Project Manager at Barclays (2013–2015).
Max Pereira
LinkedInExperience: Major Incident and Problem Manager · Centrica
Major Incident and Problem Manager at Centrica since 2024. Other Centrica roles include Incident and Problem Manager (2020–2022) and Incident Analyst (Centrica Major Incident Management Team) (2019–2020). The profile describes assessing and managing major and critical incidents under the MIM process until resolution and leading teleconferences and technical bridges.
Simon Waterhouse
LinkedInExperience: Major Incident Manager · J Sainsbury Plc
Major Incident Manager at J Sainsbury Plc since 2019 and former Major Incident Manager at Virgin Media Business (2018–2019). Other roles include ITIL Process and Governance Manager at T-Systems UK (2016–2018) and Senior Incident Manager at T-Systems International (2014–2016).
Choose the right perspective
Match the person's environment to yours, since running major incidents for a global bank or telecom network differs from setting up a first major incident process at a mid-sized company. Also decide whether you need help with live incident command and communication or with the process, tooling and reviews around it, and ask each person how they measured recovery times.
Questions to take into the conversation
- 01How do you decide when an incident becomes a major incident and who gets pulled onto the bridge?
- 02How do you keep executives and customers informed during an outage without slowing down the technical teams?
- 03How do you make sure post-incident reviews lead to fixes that stop the same outage from recurring?
Reaching major incident management experts
How can I contact one of these major incident management experts?
Pick one of the 10 people on this page and choose "Book a paid call", or describe your project to find others. You offer a fee for a 15-minute call or a written answer, Instant Expert finds the person's work email and sends the invitation, and they decide whether to accept. The list covers 9 companies, including Sky; National Grid and Vocalink, a Mastercard company, based on profile data retrieved on October 4, 2026. Being listed here doesn't mean someone has agreed to take calls.
How much does it cost to reach major incident management experts?
You choose the offer, starting at $5 per person. It includes Instant Expert's 20% fee, so an offer that pays the person $100 costs you $125. You're charged only when the person books the call or sends the answer.
What if they don't reply?
You pay nothing. Instant Expert sends follow-up reminders, and if the person hasn't booked or answered within 7 days, the request expires and any hold on your card is released. You can invite several of the 10 people on this list at once and cap your total spend, so you pay only for the ones who accept.
About this directory
This is a professional research starting point based on business profile data retrieved on . Titles and companies reflect that source snapshot and may describe past or present roles. Check the linked profiles for current details. Inclusion does not imply Instant Expert membership or availability.
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