Major Incident Manager

Major Incident Manager

Oversee daily operations, manage staff performance, ensure customer satisfaction and handle issues to maintain smooth and efficient business operations.

Basic

Qualification:

• Manager on Duty (MOD) Operations management with strong leadership in supervising teams, handling customer issues and ensuring smooth daily business operations.
• Customer service excellence with problem-solving ability, conflict resolution and adherence to operational policies and compliance.
• Strong leadership, operational management, customer service, problem-solving, and decision-making skills to effectively manage daily operations and handle escalations.
• Strong understanding of ITIL Incident and Major Incident Management practices.
• Basic understanding of security concepts including encryption, firewalls, and threat modeling.
• Strong incident command and stakeholder management
• Excellent written and verbal communication (updates, timelines, impact)
• Analytical thinking and structured troubleshooting approach
• Ability to work under pressure and prioritize effectively
• Cross-team coordination and conflict resolution
• Network protocols: DNS, TCP/IP
• Operating Systems:
  Windows, Linux, z/OS
• Tools:
  Service Now, Zoom, Microsoft Office Suite
• Dashboards:
  Grafana, Service Now
• Mainframe framework exposure

Company Benefits & Culture:

• Comprehensive health and wellness benefits
• Opportunities for professional development and career growth
• Inclusive and collaborative work environment