Major Incident Manager

𝐉𝐨𝐛 𝐓𝐢𝐭𝐥𝐞 : 𝐌𝐚𝐣𝐨𝐫 𝐈𝐧𝐜𝐢𝐝𝐞𝐧𝐭 𝐌𝐚𝐧𝐚𝐠𝐞𝐫 𝐋𝐨𝐜𝐚𝐭𝐢𝐨𝐧 : 𝐂𝐚𝐧𝐭𝐨𝐧, 𝐌𝐀 (𝐖𝐨𝐫𝐤 𝐟𝐫𝐨𝐦 𝐎𝐟𝐟𝐢𝐜𝐞) 𝐃𝐮𝐫𝐚𝐭𝐢𝐨𝐧 : 𝐋𝐨𝐧𝐠 𝐓𝐞𝐫𝐦 𝐂𝐨𝐧𝐭𝐫𝐚𝐜𝐭 𝐏𝐨𝐬𝐢𝐭𝐢𝐨𝐧 𝐂𝐨𝐧𝐭𝐞𝐱𝐭: The Major incident manager is responsible for managing and coordinating the resolution of high-impact incidents that disrupts critical business services. This role ensures rapid recovery of services, clear communication with stakeholders, and continuous improvement of incident management processes. 𝐊𝐞𝐲 𝐑𝐨𝐥𝐞𝐬 𝐚𝐧𝐝 𝐑𝐞𝐬𝐩𝐨𝐧𝐬𝐢𝐛𝐢𝐥𝐢𝐭𝐢𝐞𝐬: · Deep understanding of ITIL process (Incident, Problem, Change Management) · Lead and coordinate the resolution of P1 and P2 incidents. · Drive war room/bridge calls with technical teams and vendors until service restoration. · Ensure incidents are logged, categorized and prioritized correctly in ITSM tools. · Communicate incident progress, impact and resolution timelines to stakeholders in real time. · Prepare and circulate Major incidents Reports or Post Incident Reviews with defined SLAs. · Collaborate with teams to identify root causes and prevent recurrence. · Oversee the incident management protocols and processes and guide the team members accordingly. · Being accountable for resolving the outage via workaround or permanent fix. · Analyze incident trends and provide insights for process improvements. · Contribute to developing and maintaining the Major incident management process, documentation and KPIs 𝐐𝐮𝐚𝐥𝐢𝐟𝐢𝐜𝐚𝐭𝐢𝐨𝐧𝐬 𝐚𝐧𝐝 𝐄𝐱𝐩𝐞𝐫𝐢𝐞𝐧𝐜𝐞: · Bachelor's degree in computer science, IT or related field · Certification: ITIL v4 foundational · Experience with tools like ServiceNow, BMC Remedy or Jira Service Management.