Major Incident Manager
Major Incident Manager
Posted on :
22-08-2025
Employer Active
1 Vacancy
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Job Description
Major Incident Manager
Required Technical Skills:
- Incident & problem management
- ITSM
- Ticketing tools (Any of these ServiceNow Zendesk Jira)
- Understanding of IT support applications
Preferred Skills:
- ITIL V4 Preferred
This Job Profile involves24*7 rotational shift for Asia Europe and Americas.
The MIM 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
Key Responsibilities:
- Monitor key performance indicators (KPIs) to ensure performance standards are met and exceeded.
- Participate in continuous improvement in the team
- Accountable of Major Incidents
Qualifications:
- Professional level in English
- Bachelors degree in information technology or a related field or equivalent experience.
- Proven experience (5 years) in management of IT Incidents.
- Proven experience (2 years) in a Major Incident Manager role
- Strong understanding of ITIL processes especially Incident and Problem Management.
- ITIL certification is desirable
- 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.
- Familiarity with customer 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.
Required Experience:
Manager
Employment Type
Full Time
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