Major Incident and Problem Manager

01 December 2025

The Major Incident & Problem Manager is responsible for leading, coordinating, and managing all Major Incidents and Problem Management activities to ensure rapid restoration of services, minimise business disruption, identify root causes, and implement long-term corrective actions in alignment with contractual SLA requirements.

• Ensure 100% of Major Incident calls are logged within 30 minutes of declaration.
• Lead and chair all Major Incident war-room/SWAT calls.
• Provide stakeholder updates every 2 hours until resolution
  .
• Ensure escalation, coordination and technical team participation 90–100% compliance with SLA
  .
• Conduct proactive problem management by analysing incident trends.
• Ensure Root Cause Analysis reports are completed within SLA time frames
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• Implement approved RCA recommendations within agreed timelines.

• Produce all required reports including:
  • Number of major incidents
  • Trend analysis
  • Open problems
  • Service performance insights
• Publish meeting minutes and action logs within one hour after SWAT sessions
  .

• Update Knowledge Base with known errors, solutions, and lessons learned.
• Ensure CMDB entries are updated for every Major Incident/Problem closure.

• Manage and coordinate third-party supplier activities related to Major Incidents and Problems.

Deliverable Target

Call logging of Major Incidents 100% within 30 minutes

SWAT Team Mobilisation Within 1 hour of incident declaration

Communications Updates Every 2 hours until full resolution

RCA delivery 100% within SLA

Implementation of RCA Recommendations 100% within agreed timelines

Stakeholder Action Item Lists Distributed within 1 hour after SWAT meetings

Source: SLA performance requirements.

Minimum 5–7 years’ experience in:

• ITIL-aligned environments
• High-availability ICT operational environments

Experience coordinating cross-functional technical teams and war-room scenarios.

ITIL certification preferred.

Category Skills Needed

Technical ITIL v4, CMDB usage, Service Now/Remedy or equivalent

Communication Executive-level reporting, crisis communication

Leadership SWAT chairing, escalation authority, decision making

Analytical Trend analysis, RCA methodologies

Governance SLA enforcement, compliance tracking, reporting

• Calm under pressure and confident decision-maker
• Strong leadership and stakeholder influence
• Ability to drive accountability across multiple teams
• Focus on continuous improvement and prevention culture

• Must be available for after-hours escalation for Priority 1 (Major) incidents.
• May be required to work extended hours during critical service disruptions.