Job Description

Key Responsibilities:

• Lead and manage the end-to-end Major Incident Management process for high-priority business and technical incidents.
• Chair Major Incident Management (MIM) bridge calls, coordinating technical teams, business stakeholders, and leadership throughout the incident lifecycle.
• Drive rapid service restoration while ensuring effective communication and escalation management.
• Manage complex cross-tower incidents involving infrastructure, applications, and business services.
• Perform incident trend analysis and identify recurring issues requiring Problem Management intervention.
• Create and track problem records for recurring incidents and support root cause analysis activities.
• Provide regular executive-level updates on incident status, impact, risks, and resolution progress.
• Ensure compliance with ITIL processes and continuously improve Major Incident Management practices.
• Collaborate with Service Desk, Change Management, Problem Management, and technical teams to improve service stability.
• Produce incident reports, post-incident reviews, and service improvement recommendations.

Key Requirements

• 6-8 years of experience in Major Incident Management within large-scale IT environments.
• Strong knowledge of ITIL practices, including Incident, Major Incident, Problem, and Change Management.
• Proven experience as a Major Incident Manager, leading both business and technical MIM calls.
• Experience managing critical cross-functional and cross-tower incidents.
• Strong understanding of Service Desk operations, escalation management, and IT service delivery.
• Experience performing incident trend analysis and driving continuous service improvements.
• Good understanding of application, infrastructure, and business service environments.
• Excellent senior stakeholder management and communication skills.
• Ability to remain calm and make effective decisions in high-pressure situations.
• ITIL certification is preferred

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