Major Incident Manager

Responsibilities:

• Manage and resolve incidents within defined SLAs, ensuring minimal business impact.
• Handle Critical Incident Management, including rapid response, escalation, and coordination for high-severity issues.
• Perform root cause analysis and implement permanent fixes for recurring issues through Problem Management.
• Monitor and report on Service Level Agreements (SLAs), ensuring compliance and driving continuous improvement.
• Maintain accurate documentation for processes, incidents, problems, and critical incidents in ITSM tools (e.g., ServiceNow, JIRA).
• Drive operational governance meetings and improvement initiatives.
• Ensure timely communication and escalation for critical issues.

Requirements:

• Strong understanding of ITIL processes (Incident, Critical Incident, Problem, and SLM).
• Hands-on experience with ITSM tools (ServiceNow, JIRA, etc.).
• Excellent analytical and troubleshooting skills.
• Good communication and stakeholder management capabilities.
• Ability to work in a fast-paced environment and manage multiple priorities.