MIM Lead and Change Manager

Role Purpose
Lead the end-to-end Major Incident Management process to restore critical IT services as quickly as possible, minimize business impact, coordinate technical teams, and ensure effective communication with business and leadership stakeholders.
Key Responsibilities
Incident Management
Review and assess critical incidents and alerts.
Declare and manage Major Incidents (P1/P2 as applicable).
Establish and lead incident bridge calls/war rooms.
Coordinate cross-functional technical teams for rapid resolution.
Drive service restoration within agreed SLA targets.
Stakeholder Communication
Act as the single point of contact during major incidents.
Provide timely updates to customers, business users, management, and leadership teams.
Ensure communication accuracy, frequency, and consistency throughout the incident lifecycle.
Governance & Compliance
Ensure adherence to Major Incident Management processes.
Monitor SLA compliance and escalation timelines.
Validate emergency change requirements and approvals.
Maintain incident records and audit-ready documentation.
Post-Incident Activities
Prepare Major Incident Reports (MIR).
Conduct Post Incident Reviews (PIR).
Drive Root Cause Analysis (RCA) with resolver teams.
Track corrective and preventive actions to closure.
Required Skills
ITIL Incident Management
ITIL Problem Management
ITIL Change Management
Service Level Management
ServiceNow ITSM
Stakeholder Management
Crisis Communication
Leadership and Decision Making
Cross-functional Team Coordination
Qualifications
Bachelor’s degree in engineering, Computer Science, or related field.
ITIL Foundation/Intermediate certification preferred.
Experience in Incident, Problem, and Change Management processes.
Hands-on experience with ServiceNow or equivalent ITSM tools.
Experience Requirements
7+ years with leadership of enterprise-wide major incidents
Key KPIs
Major Incident SLA Compliance
Mean Time to Restore Service (MTRS)
Communication Timeliness & Accuracy
RCA Completion within SLA
Repeat Incident Reduction
Customer Satisfaction (CSAT) during Major Incidents
Emergency Change Success Rate
Email id to send CV
projects@raspl.com
sabir@raspl.com

Work arrangement
No