Major Incident Manager

As an Incident Manager at Ensono, your role will involve managing critical incidents, facilitating triage calls, coordinating service restoration activities, and communicating relevant details to key stakeholders. You will ensure that ITIL-aligned Incident Management processes are followed, document details related to Major Incidents, and conduct after-action reviews to drive continuous improvement. Your responsibilities will also include participating as a global team member, coordinating incident transitions, and assisting with communications and follow-up actions. Key Responsibilities: - Managing critical incidents, including triage calls, service restoration activities, and communication with key stakeholders. - Ensuring ITIL-aligned Incident Management processes are followed consistently throughout the organization. - Documenting details related to Major Incidents, conducting after-action reviews, and participating in the Problem Management process. - Coordinating incident transitions across regions, assisting with communications, reporting, and follow-up actions. Qualifications Required: - Excellent verbal and written communication skills with proper spelling, grammar, and business language. - Solid interpersonal skills and a positive disposition to work effectively across the organization. - Ability to self-motivate, identify and implement actions with minimal guidance. - Ability to translate complex technical details into business terms for non-technical audiences. - Proficiency in Microsoft Office Suite and desktop publishing. Desired Skills: - Understanding of ITIL and Major Incident Management practices. - Experience with automation, monitoring technologies, and familiarity with Artificial Intelligence (AI). - Good understanding of infrastructure technologies, Data-center, Hybrid Cloud, IaaS & PaaS Architecture, Networking Knowledge, Storage/database, and Mainframe Computers. - Friendly, outgoing, positive approach to work and interactions, with a creative problem-solving mindset. Experience & Education: - 3 to 6 years of experience in a technical support role within a large or multi-client environment. - Graduate Degree Holder or Equivalent. - Experience within a 24x7 Network Operations, Security Operations, or Customer Service Center. - ITIL Foundation V3/V4 Certified. Please note that this role operates on a 24/7 support basis, which includes working night shifts, weekends, and providing On-Call support as required.,