Job Description

Job Title:  Major Incident Manager
Work Set Up:  Remote Work

Summary:
We are looking for an experienced Incident & Major Incident Manager (Onshore) to join our client’s team. The successful candidate will play a key role in guiding our client on best practices for Incident and Major Incident management, driving improvements in processes, and directly managing Major Incidents. This role combines thought leadership with hands-on operational management, supporting our client’s projects and establishing a centralized Major Incident Management (MIM) pilot.

Responsibilities:
Governance & Leadership 

• Establish and oversee the central MIM pilot for our client. 
• Provide leadership and guidance to Global Process Owners to elevate incident and major incident management practices. 
• Act as a thought leader in refining frameworks, processes, and escalation models for our client’s IT operations. 

Operational Management 

• Actively manage and coordinate operational activities during Major Incidents, ensuring timely resolution and effective communication across our client’s IT 
• teams and service providers. 
• Handle escalations to Global Process Owners and ensure alignment with our client’s priorities. 
• Collaborate with our client’s IT teams and providers to implement process enhancements that improve incident response and resolution times. 
• Analytics & Continuous Improvement 
• Develop tools, dashboards, and reporting mechanisms to track incident trends and performance metrics for our client. 
• Identify recurring issues and partner with Global Process Owners to design and implement long-term mitigation strategies. 
• Promote a culture of proactive incident prevention and operational resilience within our client’s environment. 

Qualifications:

• Proven experience in Incident Management and Major Incident Management within large scale IT environments. 
• Strong leadership skills with the ability to influence and guide global stakeholders. 
• Expertise in ITIL frameworks and best practices for incident management. 
• Excellent communication and coordination skills, especially during high-pressure situations. 
• Experience in developing reporting tools, dashboards, and performance metrics. 
• Ability to identify systemic issues and implement sustainable solutions. 

Job Tags

Full time, Remote work,

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