Major Incident and Problem Manager
Core
Lead end-to-end response to high-impact technology incidents and drive problem management to identify root causes and reduce recurrence.
Role type
Senior IC Major Incident and Problem Manager
Builds
Operational resilience and service continuity for business-critical technology services
Domain
IT Operations / Service Management
Required skills
Major incident command, Root cause analysis, ITIL-aligned processes, Executive communication, Stakeholder coordination, Governance and reporting, Risk management, Change management, Supplier management, Crisis management
Preferred skills
None stated
Technologies
None stated
Responsibilities
Lead end-to-end response to major technology incidents from declaration to closure; Act as incident commander establishing roles, priorities, and decision paths; Own the problem management lifecycle including root cause analysis and corrective actions; Define and maintain incident and problem management policies and procedures; Produce metrics and trend reporting for executive management; Coach incident managers and service owners in incident command practices.
Seniority
Senior, hands-on IC
