Major Incident Manager

Job Description

Job Summary: To strengthen its service team, a strategic LIMS Program is looking for its Major Incident Manager Post Incident Report Manager in the context of a worldwide rollout (target: more than 300 instances). This position is responsible for leading the response to high-impact IT incidents and ensuring thorough documentation and analysis post-resolution. This role ensures rapid incident resolution, clear stakeholder communication, and continuous service improvement through structured post-incident reviews and reporting. Key Responsibilities Major Incident Management 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 Hellix). What We Offer: Opportunity to develop and scale a world class IT product, for use in worldwide laboratories. Our code impacts life and makes world 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 launch pad into various opportunities and a chance to become part of international team of professionals.