Our Client is seeking a Major Incident Manager .
Key Tasks:
- Execute Major Incident Response: Execute escalation procedures and ensure timely action is taken on all reported incidents; Prioritize incidents based on urgency and business impact, coordinating resources and directing efforts towards swift resolution
- Monitor and track incident progress: Utilize incident management tools to track the status of all open incidents, ensuring resolution within established timeframes and minimizing business disruption
- Maintain incident response documentation: Maintain clear, concise, and up-to-date incident response procedures and escalation guidelines. Ensure all updates to the documentation are approved and adhere to established protocols
- Stay informed about emerging trends and technologies: Actively seek out and learn about new incident management tools, methodologies, and best practices; Share your knowledge and expertise with the team and contribute to the continuous improvement of the incident management process
- Problem Detection and Analysis: Execute proactive and reactive strategies to identify recurring incidents and potential problems; Conduct thorough problem investigations, collaborating with technical teams and stakeholders; Document problem findings and propose solutions in clear and concise reports; Analyze trends and patterns in incident data to determine root causes
- Solution Implementation and Tracking: Drive the delivery of permanent solutions to address root causes. Prioritize and track progress on resolution plans, ensuring timely completion. Monitor the effectiveness of implemented solutions and adjust as needed
- Metrics and Reporting: Track key problem management metrics and report on findings to stakeholders; Analyze trends and identify areas for improvement in the problem management process; Present findings and recommendations to senior management and leadership
Requirements
- Minimum 5 years of experience in IT Operations, or 2 years of experience in Problem Management
- Minimum 2 years of experience in IT Incident and Major Incident Management
- Proven track record of successfully working in fast-paced environments
- Understanding of IT infrastructure, systems, and troubleshooting methodologies, and root cause analysis methodologies
- Excellent communication and interpersonal skills, with the ability to communicate effectively under pressure and build consensus and influence stakeholders
- Demonstrated analytical and problem-solving skills, identifying patterns and developing solutions
- Working knowledge of ticketing systems, monitoring tools, knowledge management systems, documentation tools, and other ITSM tools
- Proven experience in executing ITIL-based incident and problem management processes
- Strong attention to detail and ability to manage multiple priorities effectively
- Stays current on evolving ITSM practices and technologies, recommending and implementing process enhancements
Desired Skills:
- Experience with IT service management (ITSM) frameworks and methodologies, such as ITIL v4
- Experience with ticketing and engagement tools, such as ServiceNow and Opsgenie
- Strong customer focus and commitment to quality with exceptional communication skills at the executive level, both written and verbal
- Understanding of customer impact and the ability to influence the momentum of incident response across multiple teams
- Experience with crisis management
- Experience with problem management tools and troubleshooting methodologies
- Passion for continuous learning and staying updated on industry trends across incident, problem, and change management
- Ability to present complex technical information clearly and concisely to diverse audiences
- Familiarity with change management/CAB processes, including emergency and latent change procedures
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