Incident and Major Incident Manager-Remote

• Governance & Leadership
  • Establish and oversee the central MIM pilot for our client.
  • Provide leadership and guidance to Global Process Owners to elevate incident and major incident management practices.
  • Act as a thought leader in refining frameworks, processes, and escalation models for our client’s IT operations.
• Operational Management
  • Actively manage and coordinate operational activities during Major Incidents, ensuring timely resolution and effective communication across our client’s IT teams and service providers.
  • Handle escalations to Global Process Owners and ensure alignment with our client’s priorities.
  • Collaborate with our client’s IT teams and providers to implement process enhancements that improve incident response and resolution times
• Analytics & Continuous Improvement
• Develop tools, dashboards, and reporting mechanisms to track incident trends and performance metrics for our client.
• Identify recurring issues and partner with Global Process Owners to design and implement long-term mitigation strategies.
• Promote a culture of proactive incident prevention and operational resilience within our client’s environment

• Proven experience in Incident Management and Major Incident Management within large-scale IT environments.
• Strong leadership skills with the ability to influence and guide global stakeholders.
• Expertise in ITIL frameworks and best practices for incident management.
• Excellent communication and coordination skills, especially during high-pressure situations.
• Experience in developing reporting tools, dashboards, and performance metrics.
• Ability to identify systemic issues and implement sustainable solutions

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