MIM Process Consultant

The Major Incident Manager is responsible for leading the response to high-impact IT disruptions. This role ensures rapid restoration of critical services, minimizing business impact while coordinating across technical teams and stakeholders.

Key Responsibilities

• End-to-End Incident Coordination:
  Oversee all major incidents from detection through resolution, managing escalation and establishment of war rooms. Triage, categorize, and prioritize incidents based on severity, impact, and urgency.
• Stakeholder & Communication Management:
  Facilitate timely, clear communications with senior leadership, technical teams, and customers. Maintain incident logs, updates, and notifications tailored to audience needs.
• Technical and Resource Coordination:
  Mobilize cross-functional teams (network, server, application, vendor partners) to diagnose and restore services. Interface with third-party vendors for escalation and incident resolution.
• Process Excellence & Reporting:
  Enforce ITIL-aligned
  
  MIMprocesses (logging, escalation, post-incident review). Lead post-incident reviews and root-cause analyses; drive continuous improvement in incident response. Track and analyze KPIs: MTTR, incident volume, RCA completion, SLA performance.
• Timely Updates:
  Ensure accurate and frequent communication during all phases of a major incident (initial alert, ongoing updates, resolution, and closure).
• Audience-Specific Messaging:
  Tailor communication for different stakeholders—executives, technical teams, business units, and customers.
• Status Reporting:
  Provide clear, concise incident status reports via email, dashboards, and collaboration tools.
• Escalation Alerts:
  Notify leadership and impacted teams promptly when SLA breaches or critical impacts are imminent.
• Post-Incident Communication:
  Share incident summaries, root cause analysis, and lessons learned with stakeholders.
• Communication Channels Management:
  Maintain and utilize approved channels (e.g., Service Now, Teams, Slack, email, SMS) for incident updates.
• Transparency & Consistency:
  Ensure all communications are aligned, factual, and documented for audit and compliance.

Required Qualifications

• Experience:
  
  5–10 years in incident or IT operations, with hands-on major incident leadership experience. Shift work readiness to support 24×7×365 operational requirements.
• Process & Tools Knowledge:
  Strong grasp of ITIL (v3 or v4) Major Incident Management frameworks. Proficiency with incident management and ticketing platforms (Service Now, Jira, Pager Duty, XMatters, etc.).
• Education &
  
  Certifications:
  
  Degree in Computer Science, IT, Engineering, or related field. Preferred: ITIL v3/v4 certification; PMP, CISSP, or related credentials.
• Communication:
  Ability to articulate technical status to both technical and non-technical stakeholders under pressure.
• Leadership:
  Command decision-making during crises; guide and direct cross-functional teams.
• Analytical & Problem-Solving:
  Rapid diagnosis of root causes; implement effective workarounds and fixes.
• Attention to Detail:
  Maintain accurate logs, timelines, and incident documentation for audit and compliance.
• Collaboration:
  
  Build strong relationships with SME teams, vendors, and IT partners.

Bonus Qualifications

• Prior experience in large-scale or complex IT environments (financial services, cloud platforms, critical infrastructure).
• Familiarity with AI-powered incident detection or predictive analytics tools.