Major Incident Manager

Role Overview

As a Major Incident Manager, you will lead 24/7 incident management efforts to minimize disruptions and business impact, ensuring swift resolution and communication during critical service incidents.

Key Responsibilities

• Conduct round-the-clock incident management to reduce service interruptions and mitigate business effects.
• Log and oversee incidents caused by service degradation, outages, or operational alerts.
• Set up and handle communication channels and Incident Bridges for critical issues.
• Coordinate technical troubleshooting, restoration activities, and stakeholder engagement efficiently.
• Facilitate quick decisions and clear operational blockages during incident handling.
• Lead efforts to restore services promptly while following Incident Management procedures.
• Organize and moderate Major Incident Review (MIR) meetings post-incident resolution.
• Record incident timelines, triage steps, recovery measures, lessons learned, and improvement possibilities.
• Manage stakeholder involvement in review meetings and finalize MIR reports.
• Oversee Root Cause Analysis (RCA) for major and recurring incidents involving internal teams, OEMs, third parties, and stakeholders.
• Identify proactively and create problem records based on incident trends and risks.
• Perform in-depth problem analysis and impact evaluations.
• Create and handle problem records documenting root causes, workarounds, corrective actions, and permanent fixes.
• Monitor ongoing problems and track resolution progress within agreed service levels.
• Lead investigative efforts to uncover underlying incident causes.
• Collaborate with technical teams, vendors, OEMs, and regulatory stakeholders to implement lasting solutions.
• Champion proactive remediation initiatives to prevent recurring incidents.
• Ensure implementation and validation of corrective and preventive measures.
• Coordinate temporary fixes to maintain service continuity during permanent solution development.
• Validate the success of workarounds and permanent resolutions.
• Generate regular KPI reports including problem trends, RCA status, resolution timelines, recurring issues, incident counts, and SLA compliance.
• Ensure adherence to Incident and Problem Management policies, operational procedures, and regulatory standards.
• Identify opportunities for process enhancements and automation, providing recommendations to the CSI team.
• Drive initiatives focused on minimizing incident recurrence and boosting service availability.
• Update knowledge bases with validated root causes, known errors, workarounds, and permanent solutions.
• Ensure documentation and communication of lessons learned from major incidents across support teams.

Required Technical Skills

• Expertise in Major Incident Management
• Proficiency in Root Cause Analysis (RCA) techniques
• Strong understanding of Incident and Problem Management practices
• Knowledge of ITIL Service Management Framework
• Ability to analyze trends, report metrics, and perform operational analytics
• Understanding of infrastructure, applications, cloud services, networks, databases, and security operations
• Familiarity with SLAs, KPIs, and service performance management

Performance Indicators

• Decrease in recurring incidents
• High percentage of major incidents with complete RCA
• Timely closure of problems and major incidents within SLA targets
• Reduced Mean Time to Identify Root Cause (MTTRCA)
• Number of proactive problems identified and resolved
• Reduction in incident volume through permanent resolutions