Major Incident Manager
2 days ago
Job description
Major incident management who will responsible for the end-to-end management of all IT major incidents including stakeholder management, escalation management, supporting technical teams in providing a fix (permanent or workaround) in order to restore the business impact.
Main responsibilities
Major Incident Management who will be responsible for:
- Leveraging technology to issue all communications and providing key stakeholder management.
- Leading, driving, facilitating and chairing all investigation activities, meetings, and conference calls.
- Forming collaborative action plans with specific actions, roles and deadlines, and ensuring these are completed.
- Matrix management of people, processes and resources including third parties including resolving conflict to move forward to resolution.
- Being accountable for resolving the outage via workaround or permanent fix.
- Ensuring all administration and reports are maintained and up-to-date, including contacts information, technical diagrams, post major incident reviews.
- Should lead or participate in post-incident reviews to analyse the root causes, identify lessons learned, and recommend improvements to prevent similar incidents in the future.
- Corrective actions and enhance incident response processes.
- Supporting and nurturing process improvements and knowledge base improvements.
- Continually maintaining and developing tools and resources to manage major incidents effectively.
- Providing periodic major incident metrics reports.
Additional tasks can be assigned at any time.
Educational Background:
- Completed studies (computer science, business informatics, industrial engineering, business administration) or comparable qualification
- Several years of professional and management experience in IT organizations with complex structures
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