Manager, Incident Response

Responsibilities

• Manage the delivery of the Major Incident Management function, hands on as required.
• Manage the Major Incident Team Leads and offshore team to ensure internal SLOs are met.
• Ensure restoration of normal service operations as quickly as possible to minimize the impact on business operations.
• Define, manage and ensure the delivery of clear communication strategies for major incidents, keeping all key stakeholders in formed to agreed and appropriate levels throughout the incident lifecycle.
• Provide updates to end users and leadership by way of outage notifications to keep them informed of progress to resolution and/or workarounds that have been implemented.
• Analyze workflows to identify operational bottlenecks and recommend targeted AI or machine learning solutions that automate repetitive tasks and shorten cycle times.
• Identify and implement continual service improvement opportunities across the Major Incident, Change, Problem management and wider ITSM and AIOps related functions.
• Serve as the escalation point for Major Incident functions and incidents.
• Develop internal dashboards and reports on Major incidents and lead their review with Executive Management.
• Partner with Service Management Ops colleagues to deliver on Enterprise Technology strategies.
• Partner with the providers of core functions to ensure compliance to business related SLAs and contractual obligations.
• Promote the Major Incident process and act as a champion of this function within the wider Crisis Management community.
• Collaborate with Technology Resolver teams and Business Stakeholders on service improvements within the ITSM area.

Qualifications

• An experienced Major Incident Management leader/process owner and strategist.
• 10+ years in Major Incident Management or similar ITSM roles.
• 8+ years managing a team.
• Strong practical ITIL/ITSM skill set with operational experience.
• Demonstrated knowledge of incident management practices, activities, techniques and tools within a large, complex organization.
• Be technically fluent in modern AI tools (such as generative AI platforms, predictive analytics, and RPA) and have a foundational understanding of how APIs integrate with existing enterprise software.
• Proven ability to identify operational inefficiencies and implement AI, automation or data-driven solutions that improve performance.
• Demonstrated experience of managing 3rd parties & vendors within a Service Delivery of Infrastructure remit.
• Candidate must have excellent communications and facilitation skills to lead outage calls as well as to draft periodic updates to business stakeholders on progress to service restoration.