Manager

A Major Incident Manager (MIM) leads and facilitates the end-to-end management of critical IT incidents, ensuring minimal disruption to business operations. This involves coordinating response efforts, communicating with stakeholders, and driving incident resolution. MIMs act as a single point of contact, overseeing the entire incident lifecycle from declaration to resolution and post-incident review.

Key Responsibilities of a Major Incident Manager:

• Incident Declaration and Management: Identifying and declaring incidents as "major," ensuring the MIM process is followed, and managing the Major Incident Team (MIT).

• Communication and Stakeholder Management: Communicating with various stakeholders (service owners, technical experts, vendors, customers, senior management) to provide updates and ensure clear communication throughout the incident lifecycle.

• Resource Allocation and Containment: Making critical decisions regarding resource allocation, containing the incident, and developing communication plans.

• Investigation and Root Cause Analysis: Leading investigations to identify the root cause of the incident and developing action plans for resolution, including workarounds or permanent fixes.

• Post-Incident Review: Conducting post-incident reviews to identify lessons learned and implement process improvements to prevent recurrence.

• Process Improvement: Supporting and nurturing process improvements and knowledge base updates to enhance incident management effectiveness.

• Reporting: Providing periodic major incident metrics reports to track performance and identify trends.

Skills and Qualifications:

• Strong understanding of ITIL and major incident management processes.

• Excellent communication, leadership, and problem-solving skills.

• Ability to manage multiple priorities and work under pressure.

• Experience in root cause analysis and problem solving.

• Knowledge of IT infrastructure, applications, and services.

• Experience with incident management tools and technologies.