Responsibilities
- Major Incident Identification: Promptly identify major incidents, assess their impact, and classify them based on predefined criteria.
Notification: Initiate and lead communication to notify stakeholders about the incident and its potential consequences.
MIM Coordination: Coordinate all resources and personnel required to resolve the major incident, including technical teams and subject matter experts.
Escalation: Escalate incidents as necessary to ensure timely resolution, involving senior management when required.
MIM Resolution Management: Drive the incident resolution process, ensuring that issues are addressed in a structured and effective manner.
Documentation: Maintain detailed records of incident timelines, actions taken, and resolutions for post incident analysis.
Communication: Provide regular status updates to stakeholders during the incident and ensure accurate and timely communication throughout the incident lifecycle.
Post Incident Review: Conduct post incident reviews to analyze the incident response, identify areas for improvement, and implement corrective actions.
Continuous Improvement: Continuously refine and improve the major incident management process and associated procedures.
Mandatory Skills
Proven experience in Major Incident Management within an ITIL framework.
Strong analytical skills with the ability to assess incident impact and prioritize effectively.
Excellent communication skills, both verbal and written, for stakeholder engagement.
Experience in coordinating cross functional teams to resolve incidents.
Ability to work under pressure and manage multiple incidents simultaneously.
Preferred Skills
- ITIL V4 certification.
- Experience with IT service management tools (e.g., ServiceNow, JIRA).
- Knowledge of IT infrastructure and application support.
- Experience in data analysis and reporting.
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