IT (Major) Incident Manager

Role Overview

We are seeking a proactive and experienced (Major) Incident Manager to oversee and manage the end-to-end incident management process in a dynamic, large-scale high-tech enterprise environment. The Incident Manager, together with a team of ITSM experts, will be responsible for handling major incidents, ensuring swift resolution, root cause identification, and driving continuous improvements to minimize service disruptions and optimize response processes.

This role demands excellent coordination skills, the ability to work under pressure, and a strong commitment to 24/7 incident resolution and process improvement.

Key Responsibilities

Incident Management

• Manage the incident management lifecycle, from identification to resolution, ensuring adherence to SLAs and minimizing business impact.
• Manage major incidents (P1/P2) with urgency, coordinating cross-functional teams to restore services as quickly as possible.
• Act as the central point of communication for all stakeholders during incidents, providing regular updates on status, impact, and resolution timelines.
• Ensure accurate documentation of incidents, including root cause analysis (RCA) follow up and post-incident reports.

24/7 Coverage

• Together with the Operations Command Center team, provide 24/7 support for incident response, including on-call responsibilities as part of a rotational schedule.
• Proactively monitor high-priority services and potential risks, taking preventative action where necessary.
• Develop and maintain escalation procedures to ensure critical incidents receive appropriate attention.

Process Optimization & Improvement

• Continuously analyze the incident management process to identify opportunities for efficiency, speed, and accuracy improvements.
• Collaborate with problem management teams to address recurring incidents and implement permanent solutions.
• Deploy process enhancements to improve metrics like First Time Resolution and MTTR, KPIs, and dashboards to measure incident management performance.

Collaboration & Leadership

• Foster strong relationships with internal teams (Global Technical ServiceDesk, Level 2 operations, Project teams, etc.) and external vendors to ensure streamlined communication during incidents.
• Drive incident-related meetings, including war rooms, service reviews, and RCA sessions.
• Train and mentor Operations Command Center team members and stakeholders on incident management best practices.

Qualifications

Required:

• Proven experience (5+ years) in incident management within a large-scale, high-tech enterprise environment.
• Strong understanding of ITIL/ITSM frameworks and processes.
• Experience managing major incidents (P1/P2) and coordinating resolution efforts across multiple teams.
• Familiarity with monitoring tools (e.g., Splunk, SolarWinds, Zabbix) and ticketing systems (e.g., ServiceNow, Jira).
• Strong leadership, decision-making, and problem-solving skills, with the ability to remain calm under pressure.
• Exceptional communication skills for liaising with both technical and non-technical stakeholders.

Preferred:

• ITIL v4 Certification (Foundation or higher).

• Experience with cloud environments (AWS, Azure) and DevOps methodologies.
• Understanding of automation tools and processes for proactive incident management.

Key Attributes

• Proactive Mindset: Anticipates and addresses potential issues before they escalate.
• Analytical Thinker: Identifies patterns in incidents and proposes systemic improvements.
• Team Player: Works collaboratively with diverse teams to achieve swift resolutions.
• Customer-Focused: Prioritizes service availability and business continuity.

What We Offer

• A dynamic, fast-paced work environment in a leading high-tech enterprise.
• Opportunities for professional growth and certifications.
• Competitive salary and benefits package.
• Work-life balance with rotational shifts and on-call support schedules.

If you are passionate about driving efficient incident resolution and continuous improvement in a 24/7 operational environment, we invite you to apply and become a key part of our team!

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