The Role
10+ Years of experience in enterprise environments with complex infrastructure, application landscapes and diverse supplier environments The Major Incident Management Lead will be responsible for the end-to-end management of major incidents across the organization. This role will be pivotal in providing rapid response, effective communication, and coordinated resolution of high-impact incidents to minimize business disruption and maintain service quality.
Your responsibilities:
•Ensure rapid assessment, prioritization, and escalation of incidents based on impact and urgency.
•Facilitate incident bridge calls and ensure effective communication throughout the lifecycle.
•Establish and Lead the Major incident bridge, ensuring timely resolution and minimal impact to business operations.
•Act as the central point of contact during major incidents, coordinating cross-functional teams and stakeholders.
•Forming collaborative action plans with specific actions, roles and deadlines, and ensuring these are completed
•Management of people, processes and resources including third parties – including resolving conflict to move forward to resolution
•Provide clear, concise, and timely updates to senior leadership, business units, and technical teams.
•Facilitate post-incident reviews and ensure lessons learned are documented and acted upon.
•Own and maintain the Major Incident Management process, ensuring alignment with ITIL best practices.
•Identify trends and opportunities for improvement through incident analysis and reporting.
•Work with ITSM tool administrators to ensure incident workflows, dashboards, and reporting are optimized.
•Ensure compliance with SLAs, OLAs, and regulatory requirements related to incident handling.
Your Profile
Essential skills/knowledge/experience:
•Experience in enterprise environments with complex infrastructure, application landscapes and diverse supplier environments
•Proven experience in IT Service Management, preferably in a Major Incident or Problem Management role.
•Strong understanding of ITIL framework (ITIL v4 Foundation or higher certification).
•Excellent communication, leadership, and stakeholder management skills.
•Exhibit excellent command and control, situational judgement
•Ability to work under pressure and manage multiple priorities in a fast-paced environment.
•Experience with ITSM tools (e.g., ServiceNow).
•Analytical mindset with experience in root cause analysis and incident trend reporting.