A Major Incident Manager must be able to effectively manage end to end all P1 and P2 major and crisis incidents. They will need to communicate effectively whether verbal or written to all levels, especially C-suite level, demonstrate leadership and decision-making skills that enable the efficient resolution of all major incidents and issues. Finally, the successful candidate will also be well ground in ITIL and service management frameworks with a working knowledge of key technologies such as AWS, Networks, Microsoft O365 and Operating Systems.

Key responsibilities

End-to-end management of major incidents:

• Driving the MI Bridge through involving all relevant Resolver Groups and continue the discussions till the Major incident is resolved.
• Being accountable for resolving outages via workarounds or permanent fixes.
• Ensuring that all Major Incidents are resolved within the SLAs agreed with the Customer.
• Taking all the preventive actions to minimize the service and business impact in cases resolution time is to be high.
• Ensuring that all the resolution procedures are updated in the Incident whiteboard and ticket work log
• Conducting a review meeting with relevant members to identify the triggers for the Major Incidents, what caused them, and how to prevent such Incidents happening in future.

Communication and Stakeholder management:

• Leveraging technology to deliver all major incident related communications
• Providing major incident communication key/senior stakeholders
• Ensuring prompt and relevant communication to all affected parties

Process ownership and improvement:

• Owning, managing, and maintaining the Major Incident Management process and associated documentation
• Continually improving and challenging IT incident policies, working practices, and tools.
• Monitoring the effectiveness of Incident Management and making recommendations for improvement

Cross-functional collaboration:

• Matrix management of people, processes, and resources, including third parties
• Working closely with Problem Managers to establish root causes and prevent recurrence.
• Collaborating with Change Managers and other relevant teams during incident resolution
• Improve processes and prevent future incidents.
• Manage Major Incident improvement plans.
• Provide expert advice to resolve potential future issues and prevent major incidents.
• Work closely with Problem Managers to investigate and resolve issues.

Documentation and reporting:

• Ensuring all administration and reports are maintained and up to date.
• Facilitating, documenting, and tracking the timeline of events for post-incident review activities
• Producing clear documentation of incidents and resolutions
• Contribute to the production of Management Information / internal KPI reports

Training and awareness:

• Promoting the Major Incident Management process within IT Services
• Conducting the training and knowledge sharing sessions across the teams/new joiners to avoid occurring of the major incidents.
• Developing and presenting awareness sessions on Major Incident Management for support groups/towers

Metrics and Performance tracking:

• Providing the periodical (monthly) reports on the overall status of the Major Incident Management Process
• Tracking key performance indicators such as Mean Time to Resolution (MTTR).

Key Skills and Competencies

6-8 years exp in driving the service operations.

5 years minimum experience in Incident Management or related field

Good working knowledge of IT infrastructure, Cloud and Networking

Strong analytical communication, presentation reporting skills and problem-solving skills

Excellent written & verbal communication and collaboration skills

Good leadership, people management and operational skills

Bachelor's degree in Computer Science, Information Technology, or a related field

ITIL version 3 or 4 certified

Person should be available on call in case any priority incident is received .Expect to Anchor and drive tech bridge for priority incident closure.

Business MSI Multi Sourcing Integration