Major Incident Manager

Required Technical Skills:

• Incident & problem management
• ITSM
• Ticketing tools (Any of these ServiceNow, Zendesk, Jira)
• Understanding of IT support, applications
  

Preferred Skills:

• ITIL V4 Preferred
  

• Lead the response to major incidents, ensuring timely resolution and effective communication across stakeholders.
• Coordinate with technical teams, vendors, and business units to drive incident resolution.
• Provide clear, concise, and timely updates to senior leadership and impacted stakeholders.
• Facilitate post-incident reviews and ensure follow-up actions are tracked.
• Work in shift mode to ensure 24/7 coverage (on call the weekend)
• Escalation point for any issues related to Major incidents
  

Key Responsibilities:

• Monitor key performance indicators (KPIs) to ensure performance standards are met and exceeded.
• Participate in continuous improvement in the team
• Accountable of Major Incidents
  

Qualifications:

• Professional level in English
• Bachelor’s degree in information technology, or a related field, or equivalent experience.
• Proven experience (5+ years) in management of IT Incidents.
• Proven experience (2+ years) in a Major Incident Manager role
• Strong understanding of ITIL processes, especially Incident and Problem Management.
• ITIL certification is desirable
• Excellent interpersonal and communication skills, with the ability to build relationships across various teams and stakeholders.
• Excellent coordination, and leadership skills.
• The ability to manage multiple priorities, meet deadlines, and handle complex issues.
• Familiarity with customer support tools and systems (e.g., ServiceNow, Zendesk, Jira).
  

Preferred Skills:

• Previous experience working with cross-functional teams to deliver service enhancements.
• Knowledge of AGILE and/or LEAN is a plus
• Knowledge of IT infrastructure technologies
  

Benefits:

• Professional development and training opportunities.
• A collaborative and inclusive work culture.
• Exposure to a wide range of technologies and business areas.