Lead - Major Incident Management

Role & responsibilities

The Lead - Major Incident Management is responsible for managing the end-to-end incident management process to ensure that IT services are restored as quickly as possible when disruptions occur. This role involves leading the response to incidents, coordinating resources, and ensuring effective communication with stakeholders including end users keeping them updated on progress and timelines for service restoration.

The Incident Manager works closely with technical teams, service owners, and external suppliers to minimize downtime, analyze root causes, and prevent recurrence, ensuring the delivery of high-quality IT services.

Preferred candidate profile

• Own and manage the major incident management (MIM) process, ensuring alignment with ITIL best practices and organisational objectives.
• Ensure incidents are logged, categorised, prioritised, and resolved in accordance with agreed Service Level Agreements (SLAs)
• Continuously review and improve the incident management process to enhance efficiency and effectiveness
• Take ownership of major incidents, driving their resolution through coordination with technical teams, service providers, and stakeholders
• Lead incident bridge calls, facilitating clear communication and timely decision-making
• Ensure root cause analysis (RCA) is conducted for major incidents and that corrective actions are tracked and implemented
• Provide timely updates to stakeholders during incidents, including status, impact, and resolution progress
• Escalate incidents to appropriate levels of management when resolution targets are at risk
• Deliver post-incident reviews to key stakeholders, highlighting lessons learned and improvement opportunities

• Monitor incident trends and performance metrics to identify recurring issues and areas for improvement
• Prepare and deliver regular incident management reports, including key performance indicators (KPIs), trends, and recommendations
• Ensure accurate and comprehensive documentation of all incidents for audit and compliance purposes
• Work closely with Problem Management to ensure incidents are linked to problem records and addressed systematically
• Collaborate with Change Management to assess and mitigate risks associated with changes
• Partner with service owners, technical teams, and suppliers to ensure effective incident resolution and prevention.

WORK EXEPERIENCE

• Total experience of 7-9 years, minimum of 3 years experience in ITSM related position(s) including Incident Management activities
• Experience of a multi-skilled function operating globally
• Experience of ServiceNow modules and processes
• Strong understanding of ITIL and IT Service Management (ITSM) processes, particularly Incident, Problem, and Change Management
• Experience managing incidents in a complex, multi-vendor IT environment
• Knowledge of IT service monitoring tools and systems (e.g., ServiceNow)
• Ability to quickly assess the impact and urgency of incidents and prioritise response efforts
• Strong root cause analysis skills to identify and address underlying issues
• Experience in using performance metrics and analytics to drive process improvements

• Excellent written and verbal communication skills to engage stakeholders at all levels
• Strong facilitation skills to lead incident calls and ensure effective collaboration
• Ability to create and deliver concise reports and presentations for technical and non- technical audiences
• Proven ability to manage multiple incidents and priorities in a high-pressure environment
• Strong organisational skills to ensure incidents are tracked, documented, and resolved efficiently

BEHAVIOURS & APPROACH

• Maintains composure and focus during high-pressure situations, ensuring effective incident resolution
• Prioritises minimizing customer impact and restoring services quickly and effectively
• Takes ownership of incidents and makes timely decisions to drive resolution
• Fosters teamwork and communication among technical teams, service owners, and stakeholders
• Ensures accurate documentation of incidents and thorough post-incident reviews
• Identifies opportunities to improve incident management processes and prevent recurrence
• Ability to build pro-active, co-operative working relationships with customers, peers and key stakeholders based on respect and teamwork
• Experience with and sensitivity for different cultures and working practices
• Ability to act under strong pressure and to manage efficiently crisis situations
• Able to evaluate information, identify key issues and formulate conclusions based on sound, practical judgment, experience and common sense
• Ability to speak to non-IT stakeholders in terms they will understand
• Process orientated.
• Problem Solver

EDUCATION & QUALIFICATIONS:

• Bachelors or Master's degree in a relevant field (e.g. Information Technology, Computer Science, Operations Management or related).
• ITIL 3 or 4 foundation certification
• Experience with ServiceNow modules.
• English language expert proficiency (additional languages are beneficial)