Major Incident Manager

Key Responsibilities:

Major Incident Management

• Act as the primary coordinator during major IT incidents.
• Ensure swift resolution of incidents with minimal disruption to business operations.
• Lead incident bridges and war rooms, engaging technical and business teams.
• Provide timely, accurate communication to all stakeholders throughout the incident.
• Maintain the Major Incident Management process in alignment with ITIL best practices.
• Analyze incident trends and contribute to proactive risk mitigation strategies.

Post-Incident Report Management

• Lead the creation and delivery of detailed Post-Incident Reports (PIRs).
• Collaborate with technical teams for root cause analysis, corrective, and preventive actions.
• Facilitate post-incident review meetings to derive lessons learned.
• Ensure timely distribution and closure of PIR tasks and follow-up actions.

Required Qualifications:

• Proven experience in IT incident, service, or problem management roles.
• Strong knowledge of the ITIL framework (certification preferred).
• Excellent stakeholder communication, coordination, and interpersonal skills.
• Ability to remain calm and effective under pressure.
• Strong analytical and documentation capabilities.
• Familiarity with root cause analysis methodologies.
• Hands-on experience with ITSM tools like ServiceNow or BMC Helix.