Major Incident Manager

Position Summary

As the Incident Manager, you will oversee all aspects of the Major Incident Management process, from identification to restoral of service as quickly as possible to minimize the impact to business operations.

During the major incident lifecycle, the Incident Manager ensures timely escalations to technical teams, coordinates with support resources, and drives service restorationactivities. The role also includes creating and managing timely communications during outages to stakeholders and supportteamperforming the root cause analysis & and conducting follow-up meetings.

Also, the IT Incident Manager will drive continuous improvement activities including focusing on driving down incident counts, reducing Mean time to Restore (MTTR) and incident duration and will act as an escalation point for leadership and our business partners.

Some of the things you will be doing.

• Participate in a 24/7/365 on-call rotation.

• Point of contact for all Major Incidents.

• Work independently to manage critical incidents, including facilitating triage calls to engage technical support teams, coordinating service restoration activities, and communicating all relevant details to key business and client stakeholders.

• Documenting details related to Major Incidents, including the persons & teams engaged, service restoration actions and its associated results.

• Craft clear and concise executive style major incident technology communications in a timely manner per the service level objective (SLO) to incident resolution.

• Manage major incident intake bydetermination of Impact and Urgency to access appropriate prioritybased on situational appraisal and extracted information from our partner functions.

• Conducting an after-action review with all parties actively engaged during a Major Incident and participating as needed in the Problem Management process as part of the investigatory team.

• Documenting root cause details and preventative action items for Problem Management.

• Participating as a global team member to coordinate the seamless transition of active incidents across and between regions, participate in and assist with communications, reporting, and follow-up actions.

• Maintaining a heightened level of sensitivity to future business impact and risk to customers/stakeholders.

• Acting in a leadership style capacity and having general oversight on our most significant Major Incident events.

• Establish and cultivate relationships with stakeholders to create and support the incident and problem management processes.
• Generate KRI/KPI reporting to measure success of the incident management process, trend analysis reports of recurring incidents, monthly metrics major incidents and other reports as required.

• Initiate actions to resolve potential interruptions to service identified during proactive and trending analysis of IT incidents.

• Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable.

• Participate in other projects and duties as assigned.

Skill Requirements

• Must be able to work independently, take the initiative and be a self-starter.

• Must have minimum 4yr experience in Incident manager role with overall experience of minimum 6yrs+

• Strong facilitation skills to command-and-control major incident bridgesto ensure timely resolution (Actively run a major incident bridge independently).

• Excellent verbal and written communication skills are required in all aspects of this role. You will need to use proper spelling, grammar, and business language to effectively communicate with key stakeholders & leadership (both internally and with our clients).

• Solid interpersonal skills and a positive disposition are essential to working effectively across the organization to drive results, and a strong desire to help others succeed will be key in working and collaborating as part of our global team.

• Ability to self-motivate, work in high pressure and fast-paced environment to identify and implement appropriate day to day actions with high-level direction and minimal guidance.

• Ability to identify or infer from information available, the impact to business resulting from an incident, and determine & drive the escalation and response plan appropriate to the impact.

• Ability to effectively translate complex technical details into business equivalent terms for communication to a wider non-technical audience.

• Outgoing & collaborative approach to daily work and interactions, and a no-nonsense approach to solving problems and driving results.

• Proficiency with Microsoft Office Suite and desktop publishing (Outlook, PowerPoint, Excel, Word, etc.) is required for this role.

• Working knowledge and experience with Enterprise Service Management (ESM) platforms such as ServiceNow, or equivalent ticket management tools.

• Strong working knowledge of ITIL and IT Service Management processes, specifically around incident and problem management.

• Experience with high availability/incident response working on call.

• Fluent in English verbal and written.

Some of the soft skills abilities required for you to be successful in this role include:

• Critical Thinking, Problem Solving and Deductive Reasoning.

• Leadership Capacity, Capability, and Competency (Leaders inspire other to take action)

• Commanding presence to manage major incident bridge effectively.

• Active Listening with the ability to learn, develop and execute quickly

• Great Team Player Characteristics.

• Maintaining a professional demeanor and attitude to control the chaos.

• Ability and confidence to act decisively and take constructive feedback.

• Exercise influence over a wide variety of individuals at all levels of technical & business leadership.

• Ability to multi-task and make good judgments in a dynamic and high impact environment.

• Ability to challenge the assumptions and information that does not reflect accurately the situation at hand.

• Excellent phone video presence and verbal written communication skills.

• Strong relationship management and client centric mindset.

Additional Preferred Qualifications:

• Strong working knowledge of ITIL and IT Service Management processes, specifically around incident and problem management.

• ITIL certification.

• Working experience and knowledge of end-to-end IT software and systems solution delivery from idea conception, design, development and transition into production operations and maintenance.

• Experience including software development, Unix systems administration, and cloud-based application management.

• Experience working in an IT Operations Command Center or Network Operations Center (NOC) for large enterprises.

• Strong formation in running incidents situations crisis events in a large, complex enterprise environment.

Experience & Education Requirements

• Demonstrable experience working in an operational area of IT, within a large or multi-client environment.

• Graduate Degree Holder or Equivalent

• Participate in a 24/7/365 on-call rotation and a rotating schedule of day and night shifts.

• Incident Management with a demonstrated track record of increasing responsibility or satisfactory results.

• Must have minimum 4yr experience in Management Incident Manager role with overall experience of minimum 6yrs+.