Job Description
Summary Of The Job
The Incident Management Lead is accountable for the overall effectiveness, performance, and maturity of the Incident Management function across PMC. The role provides operational leadership, governance, and strategic direction to ensure incidents are managed consistently, efficiently, and in line with contractual SLAs, KPIs, and ITIL best practices.
The role leads the day-to-day incident management operation, taking ownership of high-severity and escalated incidents, while also driving continual improvement, incident reduction, and service stability. Acting as a key escalation point for customers, internal stakeholders, and third-party suppliers, the Incident Management Lead ensures confidence is maintained during major incidents and periods of heightened operational pressure.
Key Responsibilities
The Incident Management Lead is accountable for the overall effectiveness, performance, and maturity of the Incident Management function across PMC. The role provides operational leadership, governance, and strategic direction to ensure incidents are managed consistently, efficiently, and in line with contractual SLAs, KPIs, and ITIL best practices.
The role leads the day-to-day incident management operation, taking ownership of high-severity and escalated incidents, while also driving continual improvement, incident reduction, and service stability. Acting as a key escalation point for customers, internal stakeholders, and third-party suppliers, the Incident Management Lead ensures confidence is maintained during major incidents and periods of heightened operational pressure.
Key Responsibilities
- Own and lead the Incident Management process end-to-end, ensuring consistent execution across ...
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