Job
Description
Responsibilities: Major Incident Management: Act as the focal point for all major incidents, taking ownership and driving the end-to-end incident management process until resolution. Incident Identification: Promptly identify and assess major incidents based on their severity, impact, and potential risks to the business. Communication: Facilitate clear and concise communication to stakeholders, including senior management, during the incident lifecycle, providing regular updates on the status and progress towards resolution. Escalation Management: Ensure timely escalation of incidents as per the defined procedures, engaging appropriate support groups and management as required. Investigation and Cause Analysis: Lead post-incident reviews to determine the potential cause of major incidents, identifying preventive measures to avoid recurrence. Incident Documentation: Maintain comprehensive incident records, including details of the incident timeline, actions taken, and lessons learned. Continuous Improvement: Drive continuous improvement of the incident management process, incorporating industry best practices and staying up-to-date with technological advancements. Collaboration: Collaborate with cross-functional teams, including IT support, engineering, and application teams, to ensure efficient incident resolution. Training and Preparedness: Conduct training sessions and workshops to enhance the incident preparedness and response capabilities of the team. Service Level Agreement (SLA) Management: Ensure adherence to SLAs and service quality standards in incident management processes. Qualifications: Education: Bachelor's degree in Computer Science, Information Technology, or a related field. Experience: Minimum of 5 years of experience in IT Service Management, with at least 2 years in a dedicated Major Incident Management role. Knowledge: In-depth knowledge of ITIL (Information Technology Infrastructure Library) principles, especially Incident, Problem, and Change Management. Technical Skills: Proficiency in incident management tools and platforms. Familiarity with various IT technologies, including networks, servers, databases, and cloud services. Understanding of IT infrastructure and application architecture. Show more Show less
