Major Incident Manager

Job Description

As an IT Incident Manager, you will play a critical role in ensuring the swift resolution of major IT incidents, minimizing business disruption. You will lead the incident management process from start to finish, including post-incident analysis and reporting. Key Responsibilities Act as the primary coordinator during major IT incidents , ensuring swift resolution and minimal business disruption. Lead incident bridges and war rooms, engaging appropriate technical and business representatives teams. Provide timely and accurate communication to stakeholders throughout the incident lifecycle. Maintain the major incident process, ensuring alignment with ITIL best practices . Track incident trends and contribute to proactive risk mitigation strategies. Post-Incident Report Management Lead the creation and delivery of comprehensive post-incident reports (PIRs) . Coordinate with technical teams to gather root cause analysis, corrective and preventive actions. Facilitate post-incident review meetings to capture lessons learned and drive service improvements. Ensure timely completion and distribution of Post Incident Report to relevant stakeholders. Track follow-up actions and PIR tasks to closure. Qualifications Proven experience in IT incident management, service management, and problem management roles. Strong understanding of ITIL framework (ITIL certification preferred) . Excellent communication, coordination, and stakeholder management skills. Ability to remain calm and effective under pressure. Strong analytical and documentation skills, with attention to detail. Familiarity with root cause analysis techniques. Experience with ITSM tools (ServiceNow, BMC Helix). What We Offer Opportunity to develop and scale a world-class IT product, for use in worldwide laboratories. Our code impacts life and makes the world a healthier and safer place to live. Be a part of an ambitious IT solutions program, with an opportunity to fast-track career as a high performer. A launchpad into various opportunities and a chance to become part of an international team of professionals.