Major Incident Manager MIM
Major Incident Manager MIM
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
- Deep understanding of ITSM and ITIL processes and frameworks
- Act as a single point of contact from CTS infrastructure for major incidents
- Facilitate communication among teams including technical primary stakeholders and leadership groups
- Mobilize appropriate infrastructure resources/teams to diagnose and resolve the incident
- Coordinate efforts across multiple teams and support groups for faster restoration of services
- Ensure timely updates to key stakeholders including status impact and progress
- Oversee the technical troubleshooting process and drive towards faster recovery of services within agreed SLA timelines
- Ensure workarounds are implemented when necessary to minimize business disruptions
- Maintain detailed incident chronology timelines root cause impact resolution steps
- Create postincident reports (PIRs) to analyse root causes impact corrective actions (short and longterm) to aid in Problem Management
- Prepare analyse and track metrics and insights to leadership to identify patterns or systemic issues
- Manage customer or client expectations during incident triages
- Excellent written verbal communication and interpersonal skills
- Collaborate with Technology infrastructure teams to implement proactive measures to prevent issues
- Act as the face of the CTS infrastructure during major incident triages
- Major Incident Management
- ServiceNow
- Problem Management
- MS Excel (Intermediate)
Employment Type
Full Time
