Major Incident Manager

Requirements

• 5+ years of Major/Critical Incident Management experience.
• Strong understanding of ITIL Incident Management processes.
• Experience leading bridge calls and coordinating cross-functional technical teams.
• Able to manage service restoration, stakeholder communications, and executive incident summaries.
• Experience driving operational process improvements and service resolution initiatives.
• Proven leadership experience making team decisions and coordinating multiple technical teams.

Responsibilities

• Lead Major/Critical Incident response efforts, managing bridge calls and coordinating technical teams through service restoration.
• Oversee the end-to-end Incident Management process, ensuring timely resolution and accurate documentation.
• Engage internal teams and third-party suppliers to drive incident resolution and minimize business impact.
• Develop and improve Incident Management processes, identifying trends and implementing operational improvements.
• Analyze incident metrics and produce executive-level summaries and reporting.
• Provide guidance, mentorship, and best practices to Incident Management team members.
• Act as the Incident Management SME, contributing to strategic decisions and resolving complex operational issues across multiple teams.