Overall Purpose Of The Job
As a Major Incident Manager, this role involves overseeing Incident Management functions, ensuring efficient delivery of services to internal users while promptly addressing incidents to minimize disruption to business operations and uphold the highest service standards.
Key Responsibilities
- Provide leadership and direction to the Incident Management teams, ensuring high levels of performance and customer satisfaction.
- Manage the incident management process, including incident identification, prioritization, escalation, and resolution, aligning with SLAs.
- Serve as the primary point of contact for major incidents, coordinating cross-functional teams to restore service and mitigating impact.
- Facilitating effective communication with internal teams, external partners, and senior stakeholders regarding incident status, impact, and resolution progress.
- Identifying, assessing, and mitigating risks related to service disruptions, incidents, and service delivery, and implementing proactive measures to prevent future incidents.
- Establishing and maintaining service level agreements (SLAs) and key performance indicators (KPIs) for IT services and support.
- Ensure adherence with ITIL framework and service management best practices.
- Delivering regular reports and updates to senior management on service desk and incident management performance.
- Cultivating a culture of continuous improvement, fostering innovation and efficiency within the IT service operations teams.
Required Skills and Knowledge
● Bachelor’s degree in computer science, Information Technology, or related field preferred
● Strong knowledge of incident management frameworks, methodologies, and best practices, such as ITIL or similar standards.
● Exceptional communication and interpersonal skills, enabling effective interaction with stakeholders across all organizational levels.
● Strong leadership capabilities, adept at leading and motivating cross-functional teams.
● Proven ability to manage and prioritize multiple tasks and projects in a dynamic environment.
● Outstanding problem-solving and decision-making skills with meticulous attention to detail.
● Experience in leading and implementing organizational change and operating models.
● Relevant certifications (e.g., ITIL Foundation, Certified Incident Manager) are advantageous.
