Manager, Incident Response

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The Major Incident Manager will have global accountability for providing governance and oversight of the Major Incident functions within Enterprise Technology. This role will own the global Major Incident Management process, the delivery of Major Incident Management services and will be accountable for defining and managing integrations between technology support processes and the wider Operations and Technology framework. You will be working across the global Enterprise Technologies organization and with internal and external groups to ensure delivery and success.

You are passionate about Major Incident and willing to get hands on in order to effect and ensure change and improvement. You are a leader who enjoys working with others and problem solving and are usually the person others seek for support and advice. You also demonstrate an executive presence that instills confidence in subordinates, peers and senior leaders that you are proficient and dependable in the execution of your duties.

The Manager for Major Incident will be also responsible for the design and management of automating ITSM related services in partnership with Change, Problem, and AIOPs through analysis of related policies, procedures, and processes to improve how these services are delivered to the business.

Responsibilities
:

• Manage the delivery of the Major Incident Management function, hands on as required.
• Manage the Major Incident Team Leads and offshore team to ensure internal SLOs are met.
• Ensure restoration of normal service operations as quickly as possible to minimize the impact on business operations.
• Define, manage and ensure the delivery of clear communication strategies for major incidents, keeping all key stakeholders in formed to agreed and appropriate levels throughout the incident lifecycle.
• Provide updates to end users and leadership by way of outage notifications to keep them informed of progress to resolution and/or workarounds that have been implemented.
• Analyze workflows to identify operational bottlenecks and recommend targeted AI or machine learning solutions that automate repetitive tasks and shorten cycle times.
• Identify and implement continual service improvement opportunities across the Major Incident, Change, Problem management and wider ITSM and AIOps related functions.
• Serve as the escalation point for Major Incident functions and incidents.
• Develop internal dashboards and reportson Major incidents and lead their review with Executive Management.
• Partner with Service Management Ops colleagues to deliver on Enterprise Technology strategies.
• Partner with the providers of core functions to ensure compliance to business related SLAs and contractual obligations.
• Promote the Major Incident process and act as a champion of this function within the wider Crisis Management community.
• Collaborate with Technology Resolver teams and Business Stakeholders on service improvements within the ITSM area.

Basic Requirements:

• An experienced Major Incident Management leader/process owner and strategist.
• 10+ years in Major Incident Management or similar ITSM roles.
• 8+ years managing a team.
• Strong practical ITIL/ITSM skill set with operational experience.
• Demonstrated knowledge of incident management practices, activities, techniques and tools within a large, complex organization.
• Be technically fluent in modern AI tools (such as generative AI platforms, predictive analytics, and RPA) and have a foundational understanding of how APIs integrate with existing enterprise software.
• Proven ability to identify operational inefficiencies and…