Major Incident Manager

We are looking for a highly skilled Incident & Major Incident Manager with over 5 years of experience in IT Service Management. The ideal candidate will be responsible for managing the end-to-end lifecycle of incidents, with a strong focus on minimizing business impact and ensuring timely resolution of major incidents. This role requires excellent coordination, communication, and analytical skills to lead cross-functional teams during high-pressure situations.

• Oversee the day-to-day incident management process, ensuring SLAs and KPIs are met.
• Drive the resolution of high-priority incidents, coordinating with technical and business teams.
• Ensure accurate and timely incident logging, categorization, prioritization, and escalation.
• Conduct post-incident reviews and ensure implementation of corrective actions.
• Act as the primary point of contact during major incidents, ensuring rapid response and resolution.
• Lead major incident bridges, engaging relevant stakeholders and technical teams.
• Provide timely and clear communication to senior leadership and impacted users.
• Document major incident reports and ensure root cause analysis is completed.
• Identify trends and recurring issues to drive proactive problem management.
• Collaborate with Problem, Change, and Knowledge Management teams to improve service quality.
• Contribute to the development and refinement of incident management policies and procedures.

• Bachelor’s degree in information technology, Computer Science, or related field.
• 5+ years of experience in ITSM, with a strong focus on Incident and Major Incident Management.
• ITIL v4 Foundation certification (Intermediate or Expert level preferred).
• Experience with ITSM tools (e.g., Service Now, BMC Remedy, Jira Service Management).
• Proven ability to manage high-pressure situations and lead cross-functional teams.

• Strong communication and stakeholder management skills.
• Experience in regulated or enterprise environments (e.g., banking, telecom, healthcare).
• Familiarity with monitoring and alerting tools (e.g., Splunk, Dynatrace, Solar Winds).
• Ability to work in a 24/7 support environment or on-call rotation.