Critical Incident Manager

Role Overview: As a Critical Incident Manager, you will be responsible for overseeing the end-to-end management of major incidents across business-critical systems and services. Your role will involve ensuring timely resolution, effective stakeholder communication, and continuous improvement of incident management processes to minimize business impact and enhance service reliability. Key Responsibilities: - Act as the single point of accountability during major incidents, coordinating between technical teams, vendors, and business stakeholders. - Drive incident triage, root cause identification, and escalation as needed. - Ensure accurate, timely updates are communicated to stakeholders, including leadership teams. - Organize and lead post-incident reviews (PIRs), documenting lessons learned and driving follow-up actions. - Collaborate with Problem Management to ensure root cause analysis (RCA) and long-term fixes are implemented. - Continuously improve the incident management framework, runbooks, and escalation processes. - Work with Service Delivery, Operations, and Engineering teams to ensure operational readiness and proactive risk mitigation. - Provide metrics, reports, and insights on incident trends, resolution times, and improvements. Qualifications Required: - Bachelor's degree in Computer Science, IT, or a related field (or equivalent work experience). - 8-12 years of IT experience, with at least 3-5 years in incident or service management roles. - Proven expertise in handling major incidents in large, complex IT environments. - Strong knowledge of ITIL processes (Incident, Problem, and Change Management). - Excellent communication and stakeholder management skills, especially under pressure. - Ability to drive consensus and decision-making during high-impact incidents. - Strong analytical and problem-solving skills with the ability to think clearly in crisis situations. Additional Details: N/A,