Job Description
The Senior Major Incident Manager (Sr. MIM) is to ensure the best possible service to our customers following best practice processes and procedures with an effective and stable team. The Sr. MIM is required to manage, maintain and own the Incident function for managed services. This includes supporting our customers and ensuring we are meeting our SLA’s for all the customers for whom we support.
The Sr. MIM will have an eye for detail and a strong focus on customer service, operations, people leadership and continual service improvement.
Responsibilities include running major incidents, owning & improving the Major Incident Management (MIM) process, ensuring adequate resources are provided, keeping customers informed, reviewing Major Incident Reports, training, and problem management integration. Additional responsibilities include change management backup, leadership with direct/virtual reports, collaborating on improvement initiatives, and other duties.