Major Incident Manager / Crisis Management
Remote
Full Time
Years of Experience: 10+ Years
Job Summary
The Major Incident Manager will play a critical role in the Service Management Office (SMO) within Infrastructure Management services. This position is responsible for coordinating the response to major incidents, ensuring timely resolution, and driving continuous improvement in incident management processes. The ideal candidate will have a strong background in ITIL practices, particularly in incident management, and will be adept at data analysis and process reengineering.
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.
Qualifications
Bachelor s degree in computer science, Information Technology, or a related field.
5-10 years of experience in IT service management, with a focus on incident management.
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