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., Service Now, 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 (Service Now, 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.