Experience Required: 15+ years of relevant experience.
Roles and Responsibilities of a Senior Major Incident Manager on IT Infrastructure:
1. Incident Management:
- Lead and manage major incidents from initiation to resolution, ensuring a timely and effective response.
- Coordinate with various IT teams, business units, and external vendors to resolve incidents quickly and minimize impact.
- Ensure proper incident categorization, prioritization, and documentation.
2. Communication and Stakeholder Management:
- Act as the central point of communication during major incidents, providing regular updates to stakeholders, including senior management and impacted business units.
- Prepare and deliver post-incident reports to stakeholders, highlighting the root cause, impact, and resolution steps.
- Facilitate communication between technical teams, business stakeholders, and third-party vendors.
3. Escalation and Decision Making:
- Escalate issues to appropriate teams or senior management when necessary to ensure swift resolution.
- Make critical decisions during major incidents to minimize downtime and impact on business operations.
- Drive the incident resolution process, ensuring all necessary resources are engaged and focused on restoring service.
4. Process Improvement and Governance:
- Identify areas for improvement in the incident management process and implement best practices.
- Ensure compliance with incident management policies and procedures.
- Conduct regular reviews of major incidents to identify trends and recurring issues, and recommend preventive measures.
5. Root Cause Analysis:
- Lead post-incident review meetings (post-mortems) to determine the root cause of incidents and drive corrective actions.
- Collaborate with problem management teams to ensure that root causes are identified and addressed to prevent future incidents.
6. Training and Mentorship:
- Mentor and train junior incident managers and team members on best practices and procedures in incident management.
- Provide guidance to the incident management team on complex or high-impact incidents.
7. Reporting and Documentation:
- Maintain accurate and detailed documentation of all major incidents, including timelines, actions taken, and resolution steps.
- Develop and present regular incident management metrics and reports to senior management.
- Ensure that all incident-related documentation is updated and accessible for audit and review purposes.
8. Continuous Improvement:
- Lead efforts to continuously improve the incident management process, tools, and technologies.
- Stay up-to-date with industry trends and best practices in incident management.
9. Collaboration:
- Work closely with other IT service management (ITSM) functions, such as change management, problem management, and service desk, to ensure a holistic approach to service continuity.
- Participate in regular meetings with cross-functional teams to discuss potential risks and mitigation strategies.
10. On-call Duty:
- Be available for on-call duties to respond to major incidents outside of normal business hours.
- Ensure that there is always a clear escalation path and coverage for major incident management.
Qualifications and Skills required:
- Bachelor's degree in Computer Science, Information Technology, or a related field (Master's degree preferred).
- 10+ years relevant experience, with proven results
- Blend of business and technical understanding, prior experience with process improvements
- ITIL certification is highly desirable.
- Proven experience in ITSM consulting, with a track record of successful project implementations.
- In-depth knowledge of ITSM frameworks and best practices.
- Proficiency in ITSM tools such as ServiceNow, Remedy, or similar platforms.
- Knowledge and experience within at least one of the following technological areas: Cloud transformation, Digital workplace transformation, Infrastructure transformation, Cybersecurity transformation, Data analytics & AI, Digital Transformation.
- IT Service Management, IT Strategy and Operating Model or SIAM skills/experience.
- Strong communication and presentation skills.
- Excellent problem-solving and analytical abilities.
- Ability to work independently and as part of a team.
- Proven experience (10 years) in managing technology projects or teams, with a strong understanding of software development lifecycle (SDLC) methodologies.
- Demonstrated leadership skills with the ability to inspire and motivate cross-functional teams.
- Solid technical background with hands-on experience in [mention relevant technologies or domains, e.g., cloud computing, mobile applications, data analytics].
- Exceptional communication and interpersonal skills, with the ability to convey complex technical concepts to non-technical stakeholders.
- Strong analytical and problem-solving abilities, with a keen attention to detail.
- Project management certification (e.g., PMP) is a plus.