Senior Major Incident Manager
Core
Lead the Major Incident Management team to coordinate, govern, and continuously improve 24x7 incident response capabilities, acting as an escalation point for complex or time-critical major incidents.
Role type
Senior Major Incident Manager (Team Lead)
Builds
Robust incident management capability and executive summaries for P1 incidents
Domain
IT Operations / IT Service Management
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Major incident management in complex environments, ITIL-aligned Incident Management, ITSM tools, Microsoft 365 (SharePoint, Teams), incident and problem management interaction
Preferred skills
Public-sector and private-sector client support, executive summary delivery, process documentation, team mentoring and coaching, cross-functional collaboration
Technologies
ITSM tools, Microsoft 365, SharePoint, Teams
Responsibilities
Leading and supporting the Major Incident Management team, ensuring incidents progress within SLAs, managing escalations, producing weekly and monthly MI reporting, updating process documentation, driving continuous improvement, providing leadership and mentoring, collaborating with cross-functional teams, managing team performance
Seniority
Senior, hands-on IC with leadership responsibilities
