Major Incident Manager

Job Opportunity: Major Incident Manager

Are you an experienced IT professional looking for an exciting challenge in a dynamic, fast-paced environment? We are seeking a Major Incident Manager on behalf of a leading client in the IT Service Management sector. This is a multifaceted role where you will oversee and manage the Incident and Problem Management processes, ensuring seamless service reliability and enhancing productivity across the organization.

Key Responsibilities:

• Take charge of Major Incident Management both during standard working hours and on-call rotations.
• Coordinate the resolution of major incidents by collaborating with global teams, restoring services quickly and effectively.
• Drive service improvement initiatives through Experience Level Management to enhance the reliability of IT services and customer satisfaction.
• Lead Problem Management activities, identifying trends and root causes to prevent future incidents.
• Maintain a strong working knowledge of Change and Release Management to ensure integration and alignment with incident and problem processes.
• Provide regular reports using tools like PowerBI and ServiceNow, ensuring operational transparency.
• Guide and manage outsourced teams, ensuring clear communication, adherence to processes, and continual improvement.

Key Qualifications:

• Proven experience in managing complex, high-impact system failures with excellent diagnostic and problem-solving abilities.
• Strong leadership skills, especially under pressure, and the ability to motivate diverse technical teams.
• In-depth knowledge of Incident, Problem, and Change Management processes.
• Hands-on experience with ServiceNow and reporting tools such as PowerBI.
• Familiarity with cloud services and managing incidents in cloud-based environments.
• ITIL v3/4 Foundation certification and experience in Experience Level Management are preferred.
• Strong client-facing and communication skills, both written and verbal.
• Experience in managing third-party vendors, ideally from an offshore location.

Core Competencies:

• Analytical thinking and problem-solving with a proactive approach to preventing incidents.
• Effective communication and influencing skills, ensuring alignment across teams.
• Self-motivated with a commitment to excellence and continuous improvement.
• Strong organizational and resource management capabilities.
• Ability to foster relationships and credibility with senior stakeholders and clients.

If you are passionate about IT Service Management, thrive in high-pressure environments, and are looking to make an impact in a large, global organization, this could be the perfect role for you!

Location: Flexible with occasional out-of-hours responsibilities.

Apply now to take the next step in your career as a Major Incident Manager!