Job Description

Key Responsibilities

• Coordinate and manage Major Incidents to ensure timely restoration of business-critical services.
• Lead and chair Major Incident Management (MIM) bridge calls, driving resolution activities across multiple support teams.
• Act as the central point of communication during critical incidents, providing regular updates to stakeholders and leadership.
• Manage cross-functional and cross-tower technical teams to identify workarounds and restore services within agreed timelines.
• Ensure incident escalations are handled effectively and in accordance with defined processes.
• Monitor incident progress, track actions, and drive accountability until full resolution.
• Facilitate post-incident reviews and support root cause analysis activities.
• Collaborate with Service Desk, Problem Management, Change Management, and Release Management teams to improve service stability.
• Maintain accurate incident records, documentation, and reporting.
• Identify trends and recommend process improvements to reduce service disruptions.

Key Requirements

• 2-4 years of experience in Incident Management or Major Incident Management.
• Good understanding of the ITIL framework, with practical experience in Incident and Major Incident Management processes.
• Hands-on experience as a Major Incident Coordinator, including leading and facilitating MIM calls.
• Experience managing complex, high-priority incidents involving multiple technical teams and service towers.
• Strong knowledge of Service Desk operations, escalation management, and operational support environments.
• Experience working with senior stakeholders and providing regular incident communications.
• Excellent verbal and written communication skills.
• Strong problem-solving, decision-making, and coordination abilities.
• Ability to perform effectively in high-pressure, time-critical situations.
• Knowledge of Problem Management, Change Management, or Release Management would be an advantage.
• ITIL Foundation certification is preferred

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