Major Incident Manager

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.

Responsibilities:

• 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.

• 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.

• 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.