Major Incident Manager

About the Role

You will lead high-impact incident response efforts across a complex technical environment. You will coordinate cross-functional teams, ensure rapid service restoration, and uphold best-in-class operational standards. This role requires strong leadership, technical proficiency, and deep knowledge of ITIL processes.

What You Will Be Doing

· Lead the end-to-end Incident Management process, including detection, logging, triage, escalation, communication, resolution, and closure.

· Act as the primary Incident Manager on duty during major or high-severity incidents, ensuring swift service restoration and minimal business disruption.

· Provide timely, concise, and accurate incident communications to leadership, stakeholders, and technical teams.

· Drive root cause analysis efforts in partnership with Problem Management and ensure follow-up actions are completed. <...