Major Incident Manager
Current- Overseeing the resolution of critical issues impacting business operations and services as part of the Major Incident Management team.- Orchestrating the response to major incidents, coordinating efforts across technical teams, stakeholders, and management to ensure swift resolution and minimal disruption.- Implementing effective prioritization and triage processes to quickly assess and categorize incidents based on severity, impact, and urgency.- Conducting thorough root cause analysis investigations following major incidents, identifying underlying issues, and implementing corrective actions to prevent recurrence.- Managing communication channels during major incidents, providing timely updates to stakeholders, executives, and customers to maintain transparency and manage expectations.- Continuously reviewing and refining major incident management processes and procedures to enhance efficiency, effectiveness, and responsiveness.- Maintaining comprehensive incident documentation, including incident reports, post-incident reviews, and lessons learned, to support continuous improvement and knowledge sharing.- Providing guidance, coaching, and training to the Major Incident Management team, ensuring readiness to handle critical incidents effectively.- Collaborating with external vendors and partners during major incidents, leveraging their expertise and resources to expedite resolution efforts.Key Skills: ITIL process, Problem Management, Incident Management, Root Cause Analysis, Stakeholder Communication, Crisis Management, Technical Coordination
