IT Major Incident Manager

Role Overview

We are seeking a proactive and experienced (Major) Incident Manager to oversee and manage the endtoend incident management process in a dynamic largescale hightech enterprise environment. The Incident Manager together with a team of ITSM experts will be responsible for handling major incidents ensuring swift resolution root cause identification and driving continuous improvements to minimize service disruptions and optimize response processes.

This role demands excellent coordination skills the ability to work under pressure and a strong commitment to 24/7 incident resolution and process improvement.

Key Responsibilities

Incident Management

• Manage the incident management lifecycle from identification to resolution ensuring adherence to SLAs and minimizing business impact.
• Manage major incidents (P1/P2 with urgency coordinating crossfunctional teams to restore services as quickly as possible.
• Act as the central point of communication for all stakeholders during incidents providing regular updates on status impact and resolution timelines.
• Ensure accurate documentation of incidents including root cause analysis (RCA) follow up and postincident reports.

24/7 Coverage

• Together with the Operations Command Center team provide 24/7 support for incident response including oncall responsibilities as part of a rotational schedule.
• Proactively monitor highpriority services and potential risks taking preventative action where necessary.
• Develop and maintain escalation procedures to ensure critical incidents receive appropriate attention.

Process Optimization & Improvement

• Continuously analyze the incident management process to identify opportunities for efficiency speed and accuracy improvements.
• Collaborate with problem management teams to address recurring incidents and implement permanent solutions.
• Deploy process enhancements to improve metrics like First Time Resolution and MTTR KPIs and dashboards to measure incident management performance.

Collaboration & Leadership

• Foster strong relationships with internal teams (Global Technical ServiceDesk Level 2 operations Project teams etc. and external vendors to ensure streamlined communication during incidents.
• Drive incidentrelated meetings including war rooms service reviews and RCA sessions.
• Train and mentor Operations Command Center team members and stakeholders on incident management best practices.

Qualifications

Required:

• Proven experience 5 years) in incident management within a largescale hightech enterprise environment.
• Strong understanding of ITIL/ITSM frameworks and processes.
• Experience managing major incidents (P1/P2 and coordinating resolution efforts across multiple teams.
• Familiarity with monitoring tools (e.g. Splunk SolarWinds Zabbix) and ticketing systems (e.g. ServiceNow Jira).
• Strong leadership decisionmaking and problemsolving skills with the ability to remain calm under pressure.
• Exceptional communication skills for liaising with both technical and nontechnical stakeholders.

Preferred:

• ITIL v4 Certification (Foundation or higher).

• Experience with cloud environments (AWS Azure) and DevOps methodologies.
• Understanding of automation tools and processes for proactive incident management.

Key Attributes

• Proactive Mindset: Anticipates and addresses potential issues before they escalate.
• Analytical Thinker: Identifies patterns in incidents and proposes systemic improvements.
• Team Player: Works collaboratively with diverse teams to achieve swift resolutions.
• CustomerFocused: Prioritizes service availability and business continuity.

What We Offer

• A dynamic fastpaced work environment in a leading hightech enterprise.
• Opportunities for professional growth and certifications.
• Competitive salary and benefits package.
• Worklife balance with rotational shifts and oncall support schedules.

If you are passionate about driving efficient incident resolution and continuous improvement in a 24/7 operational environment we invite you to apply and become a key part of our team!

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