Major Incident Manager

Responsibilities

• Major Incident Identification:
  Promptly identify major incidents, assess their impact, and classify them based on predefined criteria.
• Notification:
  Initiate and lead communication to notify stakeholders about the incident and its potential consequences.
• MIM Coordination:
  Coordinate all resources and personnel required to resolve the major incident, including technical teams and subject matter experts.
• Escalation:
  Escalate incidents as necessary to ensure timely resolution, involving senior management when required.
• MIM Resolution Management:
  Drive the incident resolution process, ensuring that issues are addressed in a structured and effective manner.
• Documentation:
  Maintain detailed records of incident timelines, actions taken, and resolutions for post‑incident analysis.
• Communication:
  Provide regular status updates to stakeholders during the incident and ensure accurate and timely communication throughout the incident lifecycle.
• Post Incident Review:
  Conduct post‑incident reviews to analyze the incident response, identify areas for improvement, and implement corrective actions.
• Continuous Improvement:
  Continuously refine and improve the major incident management process and associated procedures.

• Proven experience in Major Incident Management within an ITIL framework.
• Strong analytical skills with the ability to assess incident impact and prioritize effectively.