Technology Incident Manager (Major Incident)

Technology Incident Manager (Major Incident)

About the job Technology Incident Manager (Major Incident)

Key Highlights:

• Permanent Position
• Up to $12,000 + Bonus + comprehensive benefits package

As a Major Incident Manager, you will be responsible for overseeing and managing high-priority incidents to ensure swift resolution, minimizing business impact. This role requires excellent communication, leadership, and problem-solving skills, ensuring that incidents are addressed efficiently while maintaining clear communication with stakeholders.

Responsibilities:

• Manage the lifecycle of major incidents, ensuring they are identified, logged, and resolved within the agreed SLAs.
• Lead incident response teams to swiftly diagnose, triage, and resolve critical IT incidents.
• Act as the single point of contact (SPOC) for all major incidents, providing updates to senior management and key stakeholders.
• Drive root cause analysis (RCA) post-incident, coordinating with problem management to ensure preventive measures are implemented.
• Liaise with cross-functional teams to address incidents that impact multiple areas.
• Monitor incident metrics and provide incident reports, identifying trends and opportunities for continuous improvement.
• Maintain and update incident management processes and protocols to align with ITIL best practices.
• Organize and conduct post-incident reviews, ensuring lessons learned are communicated and actioned.
• Act as a key player in business continuity and disaster recovery planning, ensuring incident management processes support these efforts.

Requirements:

• Bachelors degree in Computer Science, Information Technology, or a related field.
• Min 7-10 years of experience in IT incident management, preferably within a large enterprise environment.
• ITIL certified (v3 or 4)
• Strong technical knowledge of IT infrastructure, networks, cloud, and application environments.
• Experience with large-scale enterprise systems and AWS cloud environments highly preferred.
• Experience in monitoring tools and service management platforms (e.g., ServiceNow, Jira).
• Proven ability to manage and resolve high-impact incidents.
• Excellent communication skills, with the ability to convey complex technical issues to both technical and non-technical stakeholders.
• Strong analytical and problem-solving skills.
• Ability to work independently and as part of a team in a fast-paced environment.

Interested applicants, please submit updated resume in MS format via the Apply button.