Major Incident Manager

Major incident management who will responsible for the end-to-end management of all IT major incidents including stakeholder management, escalation management, supporting technical teams in providing a fix (permanent or workaround) in order to restore the business impact.

Main responsibilities

Major Incident Management who will be responsible for:

• Leveraging technology to issue all communications and providing key stakeholder management.

• Leading, driving, facilitating and chairing all investigation activities, meetings, and conference calls.

• Forming collaborative action plans with specific actions, roles and deadlines, and ensuring these are completed.

• Matrix management of people, processes and resources including third parties including resolving conflict to move forward to resolution.

• Being accountable for resolving the outage via workaround or permanent fix.

• Ensuring all administration and reports are maintained and up-to-date, including contacts information, technical diagrams, post major incident reviews.

• Should lead or participate in post-incident reviews to analyse the root causes, identify lessons learned, and recommend improvements to prevent similar incidents in the future.

• Corrective actions and enhance incident response processes.

• Supporting and nurturing process improvements and knowledge base improvements.

• Continually maintaining and developing tools and resources to manage major incidents effectively.

• Providing periodic major incident metrics reports.

Additional tasks can be assigned at any time.

Educational Background:

• Completed studies (computer science, business informatics, industrial engineering, business administration) or comparable qualification

• Several years of professional and management experience in IT organizations with complex structures