Major Incident Manager

Role

We are looking for a highly skilled Incident & Major Incident Manager with over 5 years of experience in IT Service Management. The ideal candidate will be responsible for managing the end-to-end lifecycle of incidents, with a strong focus on minimizing business impact and ensuring timely resolution of major incidents. This role requires excellent coordination, communication, and analytical skills to lead cross-functional teams during high-pressure situations.

Responsibilities

Incident Management:

Oversee the day-to-day incident management process, ensuring SLAs and KPIs are met.

Drive the resolution of high-priority incidents, coordinating with technical and business teams.

Ensure accurate and timely incident logging, categorization, prioritization, and escalation.

Conduct post-incident reviews and ensure implementation of corrective actions.

Major Incident Management:

Act as the primary point of contact during major incidents, ensuring rapid response and resolution.

Lead major incident bridges, engaging relevant stakeholders and technical teams.

Provide timely and clear communication to senior leadership and impacted users.

Document major incident reports and ensure root cause analysis is completed.

Continuous Improvement:

Identify trends and recurring issues to drive proactive problem management.

Collaborate with Problem, Change, and Knowledge Management teams to improve service quality.

Contribute to the development and refinement of incident management policies and procedures.

Basic Qualifications:

Bachelor's degree in information technology, Computer Science, or related field.

5+ years of experience in ITSM, with a strong focus on Incident and Major Incident Management.

ITIL v4 Foundation certification (Intermediate or Expert level preferred).

Experience with ITSM tools (e.g., ServiceNow, BMC Remedy, Jira Service Management).

Proven ability to manage high-pressure situations and lead cross-functional teams.

Other Qualifications:

Strong communication and stakeholder management skills.

Experience in regulated or enterprise environments (e.g., banking, telecom, healthcare).

Familiarity with monitoring and alerting tools (e.g., Splunk, Dynatrace, SolarWinds).

Ability to work in a 24/7 support environment or on-call rotation.