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.