Lead Consultant - Major Incident Management

Title: Lead Consultant Major Incident Management

Location: Plano TX (Hybrid)

Type: Contract

Description:

POSITION GENERAL DUTIES AND TASKS :

We are seeking a highly skilled and experienced Lead Consultant in Major Incident Management. The ideal candidate will be responsible for overseeing the major incident management process ensure timely resolution of critical incidents engaging with stakeholders and minimizing impact on business operations.

The role requires strong leadership excellent communication skills and ability to multitask and work under pressure.

Role Responsibilities:

1. Major Incident Management:

• Lead and coordinate the Major Incident Management process ensuring swift identification impact analysis and resolution of major incidents.
• Act as the primary point of contact for major incidents driving the endtoend resolution process.
• Ensure timely communication to all relevant stakeholders including executive leadership during major incidents.
• Coordinate and lead incident bridges/calls involving necessary technical teams to resolve the incident.
• Ensure postincident review (PIR) processes are followed identifying root causes and driving continuous improvement initiatives.

2. Process Improvement:

• Develop implement and maintain the Major Incident Management process in alignment with ITIL best practices.
• Continuously assess the effectiveness of the Major Incident Management process and implement improvements as necessary.
• Collaborate with Problem Management teams to ensure root cause analysis and longterm resolution of recurring incidents.

3. Stakeholder Management:

• Maintain effective relationships with key stakeholders including business leaders IT teams and external partners.
• Provide regular updates and reporting on major incidents to senior management.
• Act as an escalation point for unresolved incidents and ensure proper communication channels are maintained.

4. Team Leadership:

• Provide guidance and mentoring to junior members of the IT Service Management team.
• Lead crossfunctional teams during major incidents ensuring a collaborative approach to incident resolution.
• Develop training materials and deliver training sessions to improve overall incident management capabilities within the organisation.

5. Reporting and Documentation:

• Develop and maintain comprehensive incident reports and dashboards for senior leadership review.
• Ensure accurate documentation of all incidents actions taken and lessons learned.
• Track and analyse incident trends to identify potential areas for improvement.

6. Training and Mentoring:

• Provide Training and mentoring to junior team members on major incident management processes and best practices.

Basic Qualifications:

• Bachelors degree in Information Technology Computer Science or related field (or equivalent experience).
• ITIL Foundation certification is required; ITIL Practitioner or Expert level preferred.
• 8 years of experience in IT Service Management with at least 3 years focused on Major Incident Management.
• Strong knowledge of ITIL best practices and incident management tools.
• Proven experience in managing highseverity incidents in a large complex IT environment.
• Excellent communication and interpersonal skills with the ability to work under pressure and manage multiple priorities.
• Strong analytical skills with the ability to assess complex situations and make sound decisions quickly.

Preferences:

• Experience with cloudbased environments and understanding of cloud infrastructure.
• Experience with Service now/ BMC Remedy or similar (ITSM tools)
• Experience in a leadership or mentoring role within IT Service Management.

Working Conditions:

• Manage major incidents during regular business hours.
• Ability to work in a fastpaced environment and manage multiple incidents concurrently.