Major Incident Manager
4 weeks ago
We are seeking a seasoned IT professional to join our team as a Major Incident Manager. This role requires a strong leader who can oversee and manage the Incident and Problem Management processes, ensuring seamless service reliability and enhancing productivity across the organization.
Key Responsibilities:- Lead the resolution of major incidents by collaborating with global teams, restoring services quickly and effectively.
- Drive service improvement initiatives through Experience Level Management to enhance the reliability of IT services and customer satisfaction.
- Develop and maintain a strong working knowledge of Change and Release Management to ensure integration and alignment with incident and problem processes.
- Provide regular reports using tools like PowerBI and ServiceNow, ensuring operational transparency.
- Guide and manage outsourced teams, ensuring clear communication, adherence to processes, and continual improvement.
- Proven experience in managing complex, high-impact system failures with excellent diagnostic and problem-solving abilities.
- Strong leadership skills, especially under pressure, and the ability to motivate diverse technical teams.
- In-depth knowledge of Incident, Problem, and Change Management processes.
- Hands-on experience with ServiceNow and reporting tools such as PowerBI.
- Familiarity with cloud services and managing incidents in cloud-based environments.
- ITIL v3/4 Foundation certification and experience in Experience Level Management are preferred.
- Strong client-facing and communication skills, both written and verbal.
- Experience in managing third-party vendors, ideally from an offshore location.
- Analytical thinking and problem-solving with a proactive approach to preventing incidents.
- Effective communication and influencing skills, ensuring alignment across teams.
- Self-motivated with a commitment to excellence and continuous improvement.
- Strong organizational and resource management capabilities.
- Ability to foster relationships and credibility with senior stakeholders and clients.
This is an exciting opportunity for a skilled IT professional to make a significant impact in a large, global organization. If you are passionate about IT Service Management and thrive in high-pressure environments, we encourage you to apply.
Location: Flexible with occasional out-of-hours responsibilities.
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