Major Incident Manager

The Major Incident Manager will act as the primary coordinator during major IT incidents, ensuring swift resolution and minimal business disruption. The role involves leading incident bridges and war rooms, engaging appropriate technical and business representatives teams. Responsibilities include providing timely and accurate communication to stakeholders throughout the incident lifecycle, maintaining the major incident process aligned with ITIL best practices, and tracking incident trends to contribute to proactive risk mitigation strategies. The manager will lead the creation and delivery of comprehensive post-incident reports (PIRs), coordinating with technical teams to gather root cause analysis, corrective, and preventive actions. Facilitating post-incident review meetings to capture lessons learned and drive service improvements while ensuring timely completion and distribution of Post Incident Reports to relevant stakeholders is crucial. This role involves tracking follow-up actions and PIR tasks to closure, contributing to the continuous improvement of IT service management.