SIAM – Major Incident Manager
5 days ago
We are seeking an experienced
Major Incident Manager
with a strong background in
Service Integration and Management (SIAM)
to lead critical incident resolution across multiple vendor landscapes. The ideal candidate will coordinate high-priority incidents, ensure service restoration, and maintain governance across IT service providers within a complex enterprise environment.
Key Responsibilities:
- Lead and manage
Major Incident
resolution end-to-end following ITIL / SIAM practices. - Drive
cross-supplier collaboration
to ensure quick restoration of critical services. - Host
bridge calls
, coordinate with technical and business stakeholders, and ensure timely communication. - Perform
root cause analysis (RCA)
and ensure
post-incident reviews
and continuous improvement. - Maintain accurate
incident records
, impact assessments, and escalation reports. - Work closely with
Problem Management
and
Change Management
teams to reduce re-occurrence. - Provide regular reporting and analytics on incidents, trends, and SLAs.
- Ensure adherence to
governance processes
, service levels, and communication protocols.
Required Skills & Experience:
- 7+ years of experience in IT Service Management, with at least 3+ years handling
Major Incidents
in a
SIAM environment
. - Strong knowledge of
ITIL v4 processes
and service governance. - Experience managing incidents involving multiple vendors and support teams.
- Excellent communication and stakeholder management skills (verbal and written).
- Proven ability to perform under pressure in a global 24x7 environment.
- Experience with tools such as
ServiceNow, Jira Service Management
, or similar platforms.
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