Major Incident Manager

The Major Incident Manager position is currently open in the MANAGEMENT department/category. As a Major Incident Manager with over 5 years of relevant experience, you will be tasked with managing high-impact IT incidents efficiently. Your role will require quick decision-making, effective coordination across teams, and clear communication with technical staff and business stakeholders. Your responsibilities will include responding promptly to reported service incidents, identifying root causes, prioritizing incidents based on urgency, coordinating with stakeholders, collaborating with the service desk, liaising with technical support teams, ensuring incident resolution aligns with operational goals and compliance standards, and documenting all incidents accurately from detection through resolution. Key Responsibilities: - Respond promptly to reported service incidents, identify root causes, and initiate the incident management process. - Prioritize incidents based on urgency and business impact. - Coordinate with stakeholders and keep them informed of incident status, resolution progress, and outcomes. - Collaborate closely with the service desk to maintain an efficient incident reporting and escalation process. - Liaise with all technical support levels, from first-line support to specialist teams handling complex issues. - Ensure incident resolution aligns with IT operational objectives and regulatory requirements. - Document all incidents accurately from initial detection through resolution. - Detect disruptions early using monitoring tools and proactively address potential issues. - Perform in-depth analysis to determine the scope, origin, and implications of incidents. Required Skills & Experience: - Strong understanding of IT systems, networks, and infrastructure. - Proven ability to manage and resolve major incidents under pressure. - Experience in coordinating multiple teams and stakeholders during critical situations. - Skilled in root cause analysis and problem-solving. - Familiarity with incident response frameworks, risk management, and mitigation strategies. - Excellent communication skills, including experience engaging senior management and executives. - Knowledge of relevant regulations and data privacy laws. Preferred Attributes: - Ability to handle multiple technology tasks independently and collaboratively. - Broad technical knowledge across IT domains. - Proactive, detail-oriented approach to incident management. The hiring process for the Major Incident Manager position includes screening (HR Round), Technical Round 1, Technical Round 2, and Final HR Round.,