Major Incident Manager

Role & responsibilities

• Lead and coordinate the response to major IT incidents, ensuring rapid service restoration and minimal business impact.
• Assess and escalate critical issues reported by the Helpdesk.
• Act as the primary communication point during incidents, providing timely updates to technical teams, stakeholders, leadership, and end users.
• Facilitate incident bridge calls, track actions, and drive teams toward resolution.
• Conduct post-incident reviews, document lessons learned, and implement preventive measures.
• Collaborate with cross-functional teams to improve incident management processes and operational resilience.
• Support training and mentoring on incident management best practices.

Preferred candidate profile

• Proven experience in IT Incident Management, Major Incident Management, or Service Operations.
• Strong understanding of IT infrastructure, systems, and service management processes.
• Excellent verbal and written communication skills with the ability to engage both technical and non-technical audiences.
• Experience in healthcare, finance, manufacturing, or other mission-critical environments.
• Knowledge of ITIL, COBIT, or similar service management frameworks.
• Understanding of Helpdesk operations, escalation processes, and end-user support.