What you will be doing :
- Lead and coordinate the incident response team during critical service disruptions
- Supports a computer operations environment that meets all service level agreements, e.g., 24x7 availability, response time parameters, etc. and availability targets.
- Make quick decisions about escalation and prioritization
- Ensure proper documentation of the incident timeline and actions taken
- Manage the bridge call or incident war room
- Provide regular status updates to leadership and affected business units
- Coordinate with external vendors or third-party providers if needed
Prevention and Preparation:
- Develop and maintain incident management procedures and playbooks
- Ensure incident response plans are up-to-date and tested regularly
- Train team members on incident response procedures
- Review incident patterns to identify systemic issues
- Work with teams to implement preventive measures
- Maintain contact lists and escalation procedures
- Coordinate regular disaster recovery and business continuity exercises
- Recommend process improvements based on lessons learned
- Update documentation and procedures based on experience
What You Bring:
- 8+ years experience of working on Major Incidents for UK/US clients
- Bachelor s degree or the equivalent combination of education, training, or work experience
- Ability to organize tasks and priorities effectively and under minimal supervision
- Strong communication & analytical skills
- Must be good with multi-tasking.
