Position Overview

We are looking for a detail-oriented and dynamic Major Incident Management Specialist to join our team. This role is critical in ensuring the swift resolution of major incidents that impact business operations. The ideal candidate will be responsible for coordinating and driving major incident calls, acting as a scribe during these calls, and managing communications to all relevant stakeholders. The role requires a quick thinker who can handle high-pressure situations with poise and professionalism.

Key Responsibilities

Incident Coordination and Management

Lead and drive major incident calls to ensure effective incident resolution. Coordinate with technical teams, stakeholders, and management to prioritize and resolve incidents swiftly. Ensure that all necessary resources are engaged and focused on resolving incidents.

Scribe Duties

Act as the scribe during major incident calls, accurately documenting all discussions, decisions, and actions taken. Maintain a detailed and organized incident log throughout the lifecycle of the incident. Provide timely updates to the incident log and ensure it is accessible to relevant parties.

Communication Management

Develop and disseminate clear and concise communications to stakeholders regarding the status and resolution of major incidents. Ensure all communications are timely and tailored to the needs of different audiences, including executives, technical teams, and business units. Manage and update communication templates and protocols to ensure consistency and clarity.

Post-Incident Review

Facilitate post-incident review meetings to analyze incident management effectiveness and identify areas for improvement. Document lessons learned and recommend process improvements to enhance future incident response.

Monitoring And Reporting

Track and report on major incident metrics, trends, and outcomes. Provide regular updates to management on incident status, resolution efforts, and areas of concern.

Continuous Improvement

Identify opportunities to improve the major incident management process and implement best practices. Stay updated on industry trends and advancements in incident management methodologies.

Qualifications

Minimum 7 years of experience in Major incident management role.

Strong understanding of ITIL processes and best practices for incident management.

Excellent communication and interpersonal skills, with the ability to convey complex information clearly.

Proven ability to work effectively under pressure and manage multiple priorities.

Exceptional attention to detail and organizational skills.

Certification in ITIL or other relevant IT service management frameworks is a plus.