Major Incident Manager

As a Major Incident Manager, you will play a crucial role in managing high-impact IT incidents by making fast decisions, coordinating effectively across teams, and ensuring clear communication with technical staff and business stakeholders. Your responsibilities will include responding promptly to reported incidents, prioritizing based on urgency, coordinating with stakeholders, collaborating with the service desk, and ensuring incident resolution aligns with IT operational objectives and regulatory requirements. You will also be responsible for documenting incidents accurately, detecting disruptions early, and performing in-depth analysis to determine implications. 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. In addition to the job description, the hiring process for the Major Incident Manager role includes screening (HR Round), Technical Round 1, Technical Round 2, and Final HR Round.,