Senior Major Incident Manager

Senior Major Incident Manager

- - - - - - - - - - - -

Required Technical Skills:

• ITIL 4
• Incident & Problem Management
• ITSM
• Ticketing tools (Any of these ServiceNow, Zendesk, Jira)
• Understanding of IT support, applications

Preferred Skills:

• Major Incident Management

The MIM AIM will be responsible for managing major incidents worldwide. This involves:

• Lead the response to major incidents, ensuring timely resolution and effective communication across stakeholders.
• Coordinate with technical teams, vendors, and business units to drive incident resolution.
• Provide clear, concise, and timely updates to senior leadership and impacted stakeholders.
• Facilitate post-incident reviews and ensure follow-up actions are tracked.
• Work in shift mode to ensure 24/7 coverage (on call the weekend)
• Escalation point for any issues related to Major incidents

The Senior Major Incident Manager will be responsible for mentoring Major Incident Managers to improve the service and push good practices.

Key Responsibilities:

• Monitor key performance indicators (KPIs) to ensure performance standards are met and exceeded.
• Participate in continuous improvement in the team
• Accountable for Major Incidents

Qualifications:

• Professional level in English
• Bachelor’s degree in information technology, or a related field, or equivalent experience.
• Proven experience (6+ years) in management of IT Incidents.
• Proven experience (4+ years) in a Major Incident Manager role
• Mastering of ITIL processes, especially Incident and Problem Management.
• ITIL certification is mandatory
• Excellent interpersonal and communication skills, with the ability to build relationships across various teams and stakeholders.
• Excellent coordination, and leadership skills.
• The ability to manage multiple priorities, meet deadlines, and handle complex issues.
• Strong knowledge on support tools and systems (e.g., ServiceNow, Zendesk, Jira).

Preferred Skills:

• Previous experience working with cross-functional teams to deliver service enhancements.
• Knowledge of AGILE and/or LEAN is a plus
• Knowledge of IT infrastructure technologies

Benefits:

• Professional development and training opportunities.
• A collaborative and inclusive work culture.
• Exposure to a wide range of technologies and business areas.