A Day in Your Life at MKS:
The Major Incident Management Manager is responsible for overseeing and driving the resolution of high-impact incidents across IT infrastructure and applications. This role ensures adherence to ITSM processes, minimizes business disruption, and leads post-incident reviews for continuous improvement.
You Will Make an Impact By:
Incident Leadership
- Own and manage major incidents from detection to resolution.
- Initiate and lead technical bridge calls with cross-functional teams.
- Ensure timely engagement of SMEs and escalation to senior leadership.
ITSM Process Management
- Ensure compliance with Incident, Problem, and Change Management processes.
- Drive root cause analysis (RCA) and implement preventive measures.
- Collaborate with Change Management for risk assessment and approvals.
Communication
- Provide clear and timely updates to stakeholders during incidents.
- Issue incident notifications and executive summaries.
Continuous Improvement
- Identify process gaps and recommend improvements.
- Maintain and update major incident playbooks and SOPs.
Skills You Bring:
- Strong understanding of IT infrastructure monitoring and incident management.
- Strong knowledge of Windows/Linux OS and networking fundamentals.
- Good knowledge of AWS, Azure, and cloud computing concepts.
- Experience with monitoring tools (e.g., Nagios, Zabbix, SolarWinds) and ITSM platforms.
- Excellent leadership, communication, and problem-solving skills.
- Knowledge of ITIL framework and best practices.
- Ability to analyze logs and troubleshoot application/service issues.
- Bachelor's or Master's degree in IT/Computer Science or related field.
- 8+ years of experience in IT operations, with at least 3 years in major incident management.
- ITIL Foundation or higher certification preferred
