Job Description

Job Summary

Responsible for ensuring incidents with potential or actual significant impact to the business are dealt with efficiently and with minimum disruption to the business or operations. This role will implement major incident management processes, including incident identification, ownership, escalation, and resolution. This position will work with technical and non-technical staff, managing major incident resolution and utilizing standard methodologies to ensure that affected parties receive timely communications. Will be responsible for establishing Standards and Procedures that maximize operational responses to encountered incidents and minimize service availability interruptions.

Principal Duties & Responsibilities

• Act as the single point of ownership and command for all major incidents, ensuring rapid and effective resolution.
  
• Lead cross-functional technical and business teams during high-impact incidents to restore services as quickly as possible.
  
• Manage the end-to-end major incident lifecycle, from initial detection to post-incident review.
  
• Conduct root cause analysis and develop corrective action plans to prevent recurrence.
  
• Facilitate post-incident reviews, documenting lessons learned and improvement opportunities.
  
• Draft and distribute timely executive-level communications during major incidents, including incident summaries, business impact updates, and resolution timelines.
  
• Identify operational trends through complex data analysis and incident pattern recognition.
  
• Drive process improvements for incident management in line with ITIL best practices.
  
• Ensure effective change management processes to reduce incident risk and ensure smooth adoption of process changes.
  
• Mentor and train junior staff on incident management frameworks, escalation protocols, and communication best practices.
  
• Partner with stakeholders across business units to maintain alignment, manage expectations, and ensure a coordinated response.
  
• Participate in 24x7x365 on-call rotation to support global incident management coverage
  

• Performs other duties as required 
  

Education Degree Specification

Minimum Required: Bachelor's Degree in Computer Science, Business Administration, or related field

Qualification Level Experience

• Minimum Required: Four or more years of experience in an IT Service Management environment focusing on incident management
  
• Minimum Required: Strong knowledge of ITIL practices, with the ability to apply them in a live incident environment
  
• Minimum Required: Exceptional verbal and written communication skills, with experience delivering updates to senior executives.
  
• Minimum Required: Proven leadership in high-pressure situations with critical decision-making responsibilities.
  

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