Major Incident Manager

<div><p>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, with a strong focus 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.</p><h3>Responsibilities</h3><ul><li>Oversee the day-to-day incident management process, ensuring SLAs and KPIs are met.</li><li>Drive the resolution of high-priority incidents, coordinating with technical and business teams.</li><li>Ensure accurate and timely incident logging, categorization, prioritization, and escalation.</li><li>Conduct post-incident reviews and ensure implementation of corrective actions.</li><li>Act as the primary point of contact during major incidents, ensuring rapid response and resolution.</li><li>Lead major incident bridges, engaging relevant stakeholders and technical teams.</li><li>Provide timely and clear communication to senior leadership and impacted users.</li><li>Document major incident reports and ensure root cause analysis is completed.</li><li>Identify trends and recurring issues to drive proactive problem management.</li><li>Collaborate with Problem, Change, and Knowledge Management teams to improve service quality.</li><li>Contribute to the development and refinement of incident management policies and procedures.</li></ul><h3>Basic Qualifications</h3><ul><li>Bachelor’s degree in information technology, Computer Science, or related field.</li><li>5+ years of experience in ITSM, with a strong focus on Incident and Major Incident Management.</li><li>ITIL v4 Foundation certification (Intermediate or Expert level preferred).</li><li>Experience with ITSM tools (e.g., ServiceNow, BMC Remedy, Jira Service Management).</li><li>Proven ability to manage high-pressure situations and lead cross-functional teams.</li></ul><h3>Other Qualifications</h3><ul><li>Strong communication and stakeholder management skills.</li><li>Experience in regulated or enterprise environments (e.g., banking, telecom, healthcare).</li><li>Familiarity with monitoring and alerting tools (e.g., Splunk, Dynatrace, SolarWinds).</li><li>Ability to work in a 24/ 7 support environment or on-call rotation.</li></ul></div>#J-18808-Ljbffr