Position Summary

The Major Incident Manager will be responsible for leading and coordinating the response to critical incidents that impact IT services and operations. The position plays a pivotal role in minimizing the impact of incidents, restoring services promptly, and driving continuous improvement in our incident management processes.

Responsibilities

• Act as the central point of contact and coordination for major incidents, ensuring effective communication and collaboration among internal teams, stakeholders, and external partners.
• Quickly assess the severity and impact of incidents, prioritize response efforts, and mobilize resources to resolve incidents within agreed‑upon service level objectives (SLOs).
• Facilitate incident triage, analysis, and resolution by engaging relevant technical teams, subject matter experts, and third‑party vendors as necessary.
• Provide timely updates and status reports to st...