We are looking for a highly skilled Incident & Major Incident Manager with over 5 years of experience in IT Service Management. The ideal candidate will be responsible for managing the end-to-end lifecycle of incidents, focusing on minimizing business impact and ensuring timely resolution of major incidents. This role requires excellent coordination, communication, and analytical skills to lead cross-functional teams during high-pressure situations.
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Responsibilities:
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Incident Management:
- Oversee the day-to-day incident management process, ensuring SLAs and KPIs are met.
- Drive the resolution of high-priority incidents, coordinating with technical and business teams.
- Ensure accurate and timely incident logging, categorization, prioritization, and escalation.
- Conduct post-incident reviews and ensure implementation of corrective actions.
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Major Incident Management:
- Act as the primary point of contact during major incidents, ensuring rapid response and resolution.
- Lead major incident bridges, engaging relevant stakeholders and technical teams.
- Provide timely and clear communication to senior leadership and impacted users.
- Document major incident reports and ensure root cause analysis is completed.
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Continuous Improvement:
- Identify trends and recurring issues to drive proactive problem management.
- Collaborate with Problem, Change, and Knowledge Management teams to improve service quality.
- Contribute to the development and refinement of incident management policies and procedures.
Basic Qualifications:
- Bachelor’s degree in information technology, Computer Science, or related field.
- 5+ years of experience in ITSM, with a strong focus on Incident and Major Incident Management.
- ITIL v4 Foundation certification (Intermediate or Expert level preferred).
- Experience with ITSM tools (e.g., ServiceNow, BMC Remedy, Jira Service Management).
- Proven ability to manage high-pressure situations and lead cross-functional teams.
Other Qualifications:
- Strong communication and stakeholder management skills.
- Experience in regulated or enterprise environments (e.g., banking, telecom, healthcare).
- Familiarity with monitoring and alerting tools (e.g., Splunk, Dynatrace, SolarWinds).
- Ability to work in a 24/7 support environment or on-call rotation.
