Major Incident Manager

Job Description – Major Incident Manager
Position Summary
The Major Incident Manager is responsible for managing and coordinating the end-to-end Major Incident Management process to ensure critical incidents are resolved quickly with minimum business impact. The role leads cross-functional technical teams, manages stakeholder communication, drives service restoration, and ensures post-incident actions are completed.
Key Responsibilities
Own and govern the end-to-end Major Incident Management process.
Identify, assess, declare, and coordinate major incidents based on defined criteria.
Lead major incident bridges and coordinate cross-functional technical teams and suppliers.
Drive timely service restoration and ensure appropriate escalation of critical issues.
Manage communication with business stakeholders, customers, senior leadership, and technical teams.
Ensure regular and accurate incident status updates are provided until service restoration.
Coordinate with Incident, Problem, Change, and technical teams to resolve major incidents.
Facilitate technical reviews and ensure clear ownership and action tracking.
Conduct Post-Incident Reviews and ensure Root Cause Analysis and corrective actions are initiated.
Track recurring major incidents and drive process improvements to prevent recurrence.
Maintain major incident records, documentation, timelines, and communication logs.
Support governance, reporting, audit, and continual service improvement activities.
Required Skills & Experience
10+ years of overall experience in IT Operations or IT Service Management.
7+ years of experience in Major Incident Management.
Strong experience in Major Incident Management, Incident Management, or IT Operations.
Experience managing critical incidents in complex, multi-tower environments.
Strong stakeholder management, communication, and escalation management skills.
Ability to coordinate multiple technical teams and suppliers under pressure.

Work arrangement
No