Senior Major Incident Manager

Job Overview: The Senior Major Incident Manager serves as the key point of contact during major incidents, coordinating with internal IT teams, business units, and external vendors to restore services as quickly as possible. This role also involves conducting root cause analysis, driving continuous improvement in incident management processes, and ensuring that incidents are documented and reported accurately.

Experience Required: 15+ years of relevant experience.

Roles and Responsibilities of a Senior Major Incident Manager on IT Infrastructure:

1. Incident Management:

• Lead and manage major incidents from initiation to resolution, ensuring a timely and effective response.
• Coordinate with various IT teams, business units, and external vendors to resolve incidents quickly and minimize impact.
• Ensure proper incident categorization, prioritization, and documentation.

1. Communication and Stakeholder Management:

• Act as the central point of communication during major incidents, providing regular updates to stakeholders, including senior management and impacted business units.
• Prepare and deliver post-incident reports to stakeholders, highlighting the root cause, impact, and resolution steps.
• Facilitate communication between technical teams, business stakeholders, and third-party vendors.

1. Escalation and Decision Making:

• Escalate issues to appropriate teams or senior management when necessary to ensure swift resolution.
• Make critical decisions during major incidents to minimize downtime and impact on business operations.
• Drive the incident resolution process, ensuring all necessary resources are engaged and focused on restoring service.

1. Process Improvement and Governance:

• Identify areas for improvement in the incident management process and implement best practices.
• Ensure compliance with incident management policies and procedures.
• Conduct regular reviews of major incidents to identify trends and recurring issues, and recommend preventive measures.

1. Root Cause Analysis:

• Lead post-incident review meetings (post-mortems) to determine the root cause of incidents and drive corrective actions.
• Collaborate with problem management teams to ensure that root causes are identified and addressed to prevent future incidents.

1. Training and Mentorship:

• Mentor and train junior incident managers and team members on best practices and procedures in incident management.
• Provide guidance to the incident management team on complex or high-impact incidents.

1. Reporting and Documentation:

• Maintain accurate and detailed documentation of all major incidents, including timelines, actions taken, and resolution steps.
• Develop and present regular incident management metrics and reports to senior management.
• Ensure that all incident-related documentation is updated and accessible for audit and review purposes.

1. Continuous Improvement:

• Lead efforts to continuously improve the incident management process, tools, and technologies.
• Stay up-to-date with industry trends and best practices in incident management.

1. Collaboration:

• Work closely with other IT service management (ITSM) functions, such as change management, problem management, and service desk, to ensure a holistic approach to service continuity.
• Participate in regular meetings with cross-functional teams to discuss potential risks and mitigation strategies.

1. On-call Duty:

• Be available for on-call duties to respond to major incidents outside of normal business hours.
• Ensure that there is always a clear escalation path and coverage for major incident management.

Qualifications and Skills required:

• Bachelor's degree in Computer Science, Information Technology, or a related field (Master's degree preferred).
• 10+ years relevant experience, with proven results
• Blend of business and technical understanding, prior experience with process improvements
• ITIL certification is highly desirable.
• Proven experience in ITSM consulting, with a track record of successful project implementations.
• In-depth knowledge of ITSM frameworks and best practices.
• Proficiency in ITSM tools such as ServiceNow, Remedy, or similar platforms.
• Knowledge and experience within at least one of the following technological areas: Cloud transformation, Digital workplace transformation, Infrastructure transformation, Cybersecurity transformation, Data analytics & AI, Digital Transformation.
• IT Service Management, IT Strategy and Operating Model or SIAM skills/experience.
• Strong communication and presentation skills.
• Excellent problem-solving and analytical abilities.
• Ability to work independently and as part of a team.
• Proven experience (10 years) in managing technology projects or teams, with a strong understanding of software development lifecycle (SDLC) methodologies.
• Demonstrated leadership skills with the ability to inspire and motivate cross-functional teams.
• Solid technical background with hands-on experience in [mention relevant technologies or domains, e.g., cloud computing, mobile applications, data analytics].
• Exceptional communication and interpersonal skills, with the ability to convey complex technical concepts to non-technical stakeholders.
• Strong analytical and problem-solving abilities, with a keen attention to detail.
• Project management certification (e.g., PMP) is a plus.

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