Major Incident Manager

• Major Incident Command - initiate and manage bridge calls to lead incident resolution as quickly as possible

• Provide status updates to leadership and customers on current IT issues and actions being taken

• Lead/participate in post-mortem investigations after each major incident

• Reduce Mean Time to Detect (MTTD) and Mean Time To Resolve (MTTR) while driving up Mean Time Between Failures (MTBF) Mean Time Between Failures (MTBF).

• Facilitate daily operations calls to provide a review of major incidents, emergency changes, upcoming production changes, and activities potentially affecting IT services

• Establish and cultivate relationships with partners to create and support the incident and problem management processes

• Define the opportunities to improve incident and problem management to optimize performance and cost.

• Develop and implement comprehensive knowledge management strategies aligned with organizational goals

• Lead initiatives to capture, organize, and share knowledge across the organization

• Collaborate with cross-functional teams to identify knowledge gaps and develop solutions

• Oversee the creation and maintenance of knowledge repositories, ensuring they are up-to-date and accessible

• Promote a culture of knowledge sharing and continuous learning through training and awareness programs

• Monitor and evaluate the effectiveness of knowledge management initiatives, adjusting as needed

• Stay current with industry trends and best practices in knowledge management

• Partner with IT Service Management (ITSM) teams to manage response processes for Priority 1 & 2 incidents (P1/P2) Perform administrative tasks across a variety of technology disciplines

• Focus on continuous improvement of the incident and problem management process, including inputs from and outputs to other IT processes

• Perform solid ticketing discipline for Incident, Change and Problem management.

• Escalate P1 and P2 incidents to the appropriate parties.

• Work with management to implement plans to improve process effectiveness and our customer experience

• Willing to be on-call in a rotation with other Incident Managers, to cover any major incidents off-hours, on the weekends, or for vacation coverage

• Perform additional responsibilities as assigned to support IT Service Management.

• Communicate both to technical and management teams during recovery operations.

Stakeholder & Vendor Management:

• Collaborate with business leaders to understand service needs and ensure IT alignment.
• Manage relationships with third-party vendors, ensuring contract compliance and performance.
• Act as the primary point of contact for escalations related to MIM

Experience/ Skills Required

• Bachelor's Degree or equivalent work 12 years of or relevant work experience within IT incident management

• ITIL Foundations V3 or V4 Certification.

• Skills in managing tasks across multiple teams including vendors and managed service providers

• Equivalent work experience with a total of 3-5 years managing IT incidents, changes, or problems or similar roles in a global organization

• Proficiency in analytical tools focused on Incident, Change, and Problem management.

• Experience to see an incident from multiple points of view, and work with all team members on appropriate steps for interim or permanent resolution.

• Knowledge of IT Operations and important systems

• Excellent command of spoken and written English.