Title :Major Incident Management Process Lead
Work Level: 2C
Reports to: John Hudson
Location: India
PURPOSE OF THE ROLE
Toco-ordinate and lead the responseto major IT & Cyber incidents - those that cause significant disruption to services, impact large numbers of users, or pose serious risks to business continuity. Governs a process torestore normal service operation as quickly as possiblewhile minimising the impact on the business.
WHAT WILL YOUR MAIN RESPONSIBILITIES BE
- Process Ownership & Governance
- Govern a joint operationsMajor Incident Management (MIM) process, between Tech & Cyber ensuring it aligns with ITIL/Cyber best practices and organisational needs. Providing a 365 24/7 service.
- Define and enforceprocess standards, policies, and procedures.
- Ensure compliance with regulatory and audit requirements related to incident handling.
- Identify opportunities tooptimise the MIM processthrough metrics, feedback, and post-incident reviews.
- Lead initiatives to improveresponse times, communication flows, andresolution effectiveness.
- Collaborate with Problem Management and Service Improvement teams to address recurring issues.
- Own the primary liaison functionbetween technical teams, CDIOs & business units, In-Market teams, and leadership during major incidents.
- Ensure stakeholders are informed and engaged throughout the incident lifecycle.
- Facilitatepost-incident reviewswith relevant parties to capture lessons learned and drive accountability.
- Develop and delivertraining programsfor incident responders and stakeholders.
- Promote awareness of the MIM process across the organisation to ensure consistent understanding and execution.
- Work with ITSM platform owners to ensure theincident management toolssupport the process effectively.
- Drive automation and integration of alerting, escalation, and reporting mechanisms.
- Performance Monitoring & Reporting
- Define and trackKPIs & SLAsrelated to major incident handling (e.g., time to resolution, number of incidents, stakeholder satisfaction).
- Produce regularreports & dashboardsfor leadership and service owners.
- Use data to identify trends and inform strategic decisions.
- Crisis Management Support
- Support or leadjoint crisis response effortsbetween Tech & Cyber (e.g., cyberattacks, data breaches, major operational issues).
Ensure alignment with Business Continuity and Disaster Recovery plans
EXPERIENCES & QUALIFICATIONS
- 5-10+ years experience in IT operations, service management, or cybersecurity roles - ITIL v4 & Cyber certification (e.g., GCIH) desirable.
- Understanding ofIT & Cyber operation and incident response frameworks
- Proven track record of managingmajor incidentsin enterprise environments.
- Experience of leading global virtual teams and communicating with, and managing, senior stakeholders
KEY INTERACTIONS
- Tech & Cyber leadership
- IT Service Owners, Product Owners, Family/Domain Owners
- Cyber Security Operations & Response teams
- Vendors & technical teams
- CDIOs and In-Market teams
- Partner ITSM teams
