About the role
- Lead end-to-end Major Incident Management, from incident detection and impact assessment through resolution and post-incident review.
- Coordinate response activities across relevant teams and stakeholders during major incidents.
- Facilitate major incident bridge calls and drive clear ownership, collaboration, and timely resolution.
- Assess incident severity and business impact to ensure appropriate prioritization and escalation.
- Develop and coordinate incident resolution plans for high-impact incidents.
- Provide clear and regular incident status updates to relevant stakeholders and senior management.
- Conduct post-incident reviews to identify causes, lessons learned, and opportunities for improvement.
- Maintain incident management documentation, including playbooks, runbooks, and knowledge articles.
- Apply ITIL practices to support effective and consistent incident management.
- Continuously improve Major Incident Management processes using lessons learned from previous incidents.
- Mentor and guide junior incident management staff.
- Monitor adherence to service level agreements and established incident management processes.
- Major Incident Management
- ITIL
- 7+ years of experience in IT incident management, with a focus on major incidents.
- Proven experience leading and resolving complex, high-impact incidents.
- Experience working in fast-paced environments involving multiple stakeholders.