Lead Consultant - Major Incident Management

Title: Lead Consultant - Major Incident Management

Location: Plano, TX (Hybrid)

Type: Contract

Description:

POSITION GENERAL DUTIES AND TASKS :

We are seeking a highly skilled and experienced Lead Consultant in Major Incident Management. The ideal candidate will be responsible for overseeing the major incident management process, ensure timely resolution of critical incidents, engaging with stakeholders and minimizing impact on business operations.

The role requires strong leadership, excellent communication skills and ability to multitask and work under pressure.

Role Responsibilities:

1. Major Incident Management:

• Lead and coordinate the Major Incident Management process, ensuring swift identification, impact analysis, and resolution of major incidents.
• Act as the primary point of contact for major incidents, driving the end-to-end resolution process.
• Ensure timely communication to all relevant stakeholders, including executive leadership, during major incidents.
• Coordinate and lead incident bridges/calls, involving necessary technical teams to resolve the incident.
• Ensure post-incident review (PIR) processes are followed, identifying root causes and driving continuous improvement initiatives.

2. Process Improvement:

• Develop, implement, and maintain the Major Incident Management process in alignment with ITIL best practices.
• Continuously assess the effectiveness of the Major Incident Management process and implement improvements as necessary.
• Collaborate with Problem Management teams to ensure root cause analysis and long-term resolution of recurring incidents.

3. Stakeholder Management:

• Maintain effective relationships with key stakeholders, including business leaders, IT teams, and external partners.
• Provide regular updates and reporting on major incidents to senior management.
• Act as an escalation point for unresolved incidents and ensure proper communication channels are maintained.

4. Team Leadership:

• Provide guidance and mentoring to junior members of the IT Service Management team.
• Lead cross-functional teams during major incidents, ensuring a collaborative approach to incident resolution.
• Develop training materials and deliver training sessions to improve overall incident management capabilities within the organisation.

5. Reporting and Documentation:

• Develop and maintain comprehensive incident reports and dashboards for senior leadership review.
• Ensure accurate documentation of all incidents, actions taken, and lessons learned.
• Track and analyse incident trends to identify potential areas for improvement.

6. Training and Mentoring:

• Provide Training and mentoring to junior team members on major incident management processes and best practices.

Basic Qualifications:

• Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience).
• ITIL Foundation certification is required; ITIL Practitioner or Expert level preferred.
• 8+ years of experience in IT Service Management, with at least 3 years focused on Major Incident Management.
• Strong knowledge of ITIL best practices and incident management tools.
• Proven experience in managing high-severity incidents in a large, complex IT environment.
• Excellent communication and interpersonal skills, with the ability to work under pressure and manage multiple priorities.
• Strong analytical skills, with the ability to assess complex situations and make sound decisions quickly.

Preferences:

• Experience with cloud-based environments and understanding of cloud infrastructure.
• Experience with Service now/ BMC Remedy or similar (ITSM tools)
• Experience in a leadership or mentoring role within IT Service Management.

Working Conditions:

• Manage major incidents during regular business hours.
• Ability to work in a fast-paced environment and manage multiple incidents concurrently.

VDart Group, a global leader in technology, product, and talent management, empowers businesses with comprehensive solutions through our four distinct, industry-leading business units. With a diverse team of over 4,000 professionals across 13 countries, we deliver strong results across various industries, including Fortune 500 companies.

Leveraging our deep expertise as a global provider of resources and solutions, we serve a wide range of industry verticals, including BFSI, Automotive, Healthcare, Mobility, Energy, Life Sciences, Manufacturing, Consumer Industries, and Technology.

With over 16 years of experience, VDart has evolved to meet the needs of leading technology brands, placing and training more than 20,000 professionals and shaping the industry's future.

Our continuous reinvention, providing resources for IT solutions and unique digital solutions, has positioned us as a top growth leader in digital talent management and technology consulting.

Committed to "People, Purpose, Planet," we prioritize social responsibility and sustainability, as evidenced by our EcoVadis Bronze Medal Certification and participation in the UN Global Compact.

Our dedication to delivering strong results has earned us recognition as a trusted advisor for businesses seeking to drive innovation and growth, including many Fortune 500 companies.

Join our network! Partner with VDart Group to leverage our global network, industry expertise, and proven track record with a diverse clientele.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.