Job Description


Title: Incident Management Professional
Location: Remote
Duration: months

This person must be able to guide client on best practices for Incident and Major Incident management, helping to improve upon processes. This person will also be expected to run Major Incidents, as part of a Centralized MIM team.
Serve as an experienced Incident/Major Incident Manager who leverages their expertise to elevate the capabilities of the current Global Process Owners. This role acts as a thought leader to refine processes and frameworks, while also participating in operational activities such as managing Major Incidents and handling escalations to the Process Owners. This person will establish and govern a central MIM pilot.
Key Activities:

  • Establish and govern central Major Incident Management pilot.
  • Provide leadership and guidance to Global Process Owners to elevate incident and major incident management practices.
  • Actively manage and coordinate operational activities during Major Incidents, including escalations and communication across Client IT and Providers.
  • Collaborate with Client IT and Providers to implement process enhancements that improve incident response and resolution times.
  • Develop tools, dashboards, and reporting mechanisms to track incident trends and performance metrics.
  • Identify recurring issues and work with Global Process Owners to implement long-term mitigation strategies.

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