Major Incident Manager

Description:

Major Incident Manager

• Prioritize incidents based on impact and urgency, as well as assessing resources and capacity

• Act as the single point of contact for Service Desk, Resolver Groups, Business and Leadership for overall management of outage incidents (P1/P2)

• Identify and classify incidents based on business and operational impact

• Define and send communication updates to Leadership and Business at regular intervals on resolution progress made on outage incidents

• Captain the MIM War Room calls

• Proactive co-ordination of incidents through to resolution and recovery

• Escalate to 3rd party vendors or Leadership to get necessary support/approvals

• Work closely with Problem Management to ensure accurate RCAs are performed

• Work closely with Operations team to ensure permanent fixes are applied and eliminate recurring issues

• Analyze recurring issues/outage and proactively recommend improvement solutions to Problem Management

• Share recommendations and observations with the process owners and assist with the implementation of changes to process, if required

• Analyze relevant data and generate reports and recommendations for continued Operational and Service resilience

Skills:

• IT infrastructure and Major Incident background

• Ability to comprehend complex technical architecture diagram and understand the environment setup

• Worked as an infrastructure administrator for 3+ years (preferred)

• Must demonstrate critical thinking and strong problem-solving skills during high pressure scenarios