Major Incident & Problem Manager

As an experienced Major Incident & Problem Manager, you will be responsible for leading the resolution of business-critical incidents in a large-scale IT environment. Your role will involve being the central point of contact during high-impact incidents, ensuring quick restoration, clear communication, and effective collaboration across all teams. Additionally, you will drive continuous improvement through detailed post-incident reviews and root cause analysis. Key Responsibilities: - Lead triage, recovery, and communication efforts during major incidents. - Act as the central point of contact for incident coordination. - Host and drive the major incident technical bridge to resolution. - Maintain clear and timely communication with stakeholders. - Develop standardized communication templates. - Coordinate with vendors for additional support. - Ensure incident response activities meet defined SLAs. - Document incident activities and outcomes. - Assign and track Problem Records. - Oversee root cause analysis and conduct post-incident reviews. - Implement process improvements and maintain the incident management framework. - Create metrics and dashboards. - Provide leadership and support to the incident response team. - Work in a 24x7x365 on-call rotation schedule. Qualifications Required: - 5+ years of experience leading major incident resolution in large-scale environments. - 5+ years of hands-on experience in Incident and Problem Management. - 4+ years supporting IT operations in enterprise environments. - Strong understanding of ITIL principles (Incident, Problem, Change Management). - Experience with ServiceNow ITSM workflows. - Working knowledge of AWS and Azure platforms. - Experience in Security Incident Response and Service Desk environments. - Strong skills in Criticality Analysis and effective communication. What We Offer: - Dynamic and collaborative work environment. - Opportunity to work on mission-critical systems and services. - Professional development and training opportunities. - Competitive compensation and benefits.,