The Major Incident Manager will be responsible for leading and coordinating the response to critical incidents that impact IT services and operations. The position plays a pivotal role in minimizing the impact of incidents, restoring services promptly, and driving continuous improvement in our incident management processes.

KEY RESPONSIBILITIES

• Act as the central point of contact and coordination for major incidents, ensuring effective communication and collaboration among internal teams, stakeholders, and external partners.
• Quickly assess the severity and impact of incidents, prioritize response efforts, and mobilize resources to resolve incidents within agreed-upon service level objectives (SLOs).
• Facilitate incident triage, analysis, and resolution by engaging relevant technical teams, subject matter experts, and third-party vendors as necessary.
• Provide timely updates and status reports to stakeholders, including executive leadership, business partners, and customers, throughout the incident lifecycle.
• Lead post-incident reviews and root cause analysis sessions to identify underlying issues, systemic weaknesses, and opportunities for process improvements.
• Develop and maintain comprehensive documentation, including incident reports, playbooks, and knowledge articles, to support incident management activities and promote organizational learning.
• Proactively identify trends, patterns, and recurring issues that may lead to future incidents, and work with cross-functional teams to implement preventive measures and corrective actions.
• Collaborate with other ITIL processes, such as Change Management, Problem Management, and Service Level Management, to ensure alignment and integration of incident management activities.