Incident Manager

The Major Incident Manager has the primary responsibility of ensuring consistent delivery of quality Major Incident Management services.

These incidents are complex and high priority by nature, with resources based in multiple locations across the globe involving different countries, cultures, people and technologies.

The primary goal of the Major Incident Manager is to restore normal services operation as quickly as possible to minimize adverse impact on business operations to clients (both internal and external). The goal is to provide the best possible level of service quality, ensuring all internal stakeholders from Group, Region and Country are kept frequently informed.

The core role responsibility is to manage Major Incidents for any delivery organization within scope with quality, control, command and confidence.

This role must be able to manage multiple streams of activities during and post major incidents with ease.

Key Responsibilities:

• Ensures service excellence is achieved through managing major incidents for any delivery organization within scope by demonstrating command, control and confidence at all times.
• Manages bridge call participants to ensure alignment with the processes.
• Takes accountability that the major incident management process is diligently followed, using the agreed tools and methods, within the defined deadlines.
• Escalates, where required, to ensure outcomes are achieved.
• Works in a 24/7 environment.
• Communicates to appropriate stakeholders in a timely fashion.
• Manages post Major Incident activities, thereby ensuring that root cause is investigated and documented. Prepare Root Cause Analysis (RCA) reports and submit them within the committed time frames.
• Reviews the performance of the people and process to ensure that it is optimal.
• Lead the lifecycle of incidents to ensure swift resolution within SLA targets.
• Perform incident trend analysis to identify and eliminate recurring issues.
• Manage root cause analysis (RCA) reports for significant and recurring issues.
• Identify and implement long-term solutions to eliminate known errors.
• Maintain and govern the Known Error Database (KEDB).
• Proactively prevent incident recurrence through analytics and continuous service improvement.

Knowledge and Attributes:

• Demonstrates Command, Control and Confidence in situations naturally.
• Seasoned client service orientation and impeccable relationship building skills.
• Ability to multi-task and prioritize with great attention to detail.
• Seasoned ability to manage multiple streams of activities.
• Excellent communication skills and documentation skills.
• Excellent client liaison and facilitation skills.
• Execution focused.
• Ability to work across teams/regions/functions.
• Ability to work with people at all levels of the organization.
• Ability to escalate, where required, to ensure outcomes are achieved.

Academic, Qualifications and Certifications:

• Bachelor's degree or equivalent in Information Technology or related field.
• ITIL Foundation certification required; ITIL v4 Foundation, ITIL Intermediate or Expert is preferred.
• 5+ years of ITSM experience with deep knowledge of Service Management processes.
• Proficiency with ITSM platforms (e.g., ServiceNow).
• Strong communication, leadership, and stakeholder management skills.
• Experience with data analytics and reporting tools (e.g., Power BI, Excel).

Required experience:

• Seasoned experience in a Service Operations role within a global IT Services company.
• Seasoned Major Incident Management experience preferably gained in a global IT organization.