Manager/Expert Major Incident - IT
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Job Description
Role Overview:
The Major Incident Manager is responsible for the efficient resolution of major incidents that affect business-critical IT services. This role involves managing the end-to-end incident response process coordinating across cross-functional technical teams and ensuring timely and effective communication with stakeholders to minimize business impact.
Required Qualifications:
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Bachelors degree in Information Technology Computer Science or a related field.
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Minimum 8 years of experience in large-scale industries managing Digital Networks Security and Infrastructure in production environments.
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At least 5 years of hands-on experience in Major Incident Management and advanced monitoring.
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Relevant certifications including:
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ITIL Master Certification
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ServiceNow Certification
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Business Communication Professional Certification
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In-depth knowledge of ITIL incident management processes and industry best practices.
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Proficiency in ITSM platforms especially ServiceNow.
Key Skills and Expertise:
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Proven expertise in major incident handling and real-time coordination.
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Strong analytical thinking and effective problem-solving capabilities.
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Excellent verbal and written communication skills; ability to engage stakeholders at all levels.
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Calm under pressure with the ability to manage high-stress and time-sensitive situations.
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Highly organized with excellent multitasking and prioritization skills.
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Practical experience with monitoring and event management tools such as:
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SolarWinds
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Dynatrace
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Skilled in triaging and identifying root causes using monitoring tools.
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Solid background in Digital & Cybersecurity application/infrastructure monitoring.
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Familiarity with cloud monitoring tools and technologies.
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Strong knowledge of network protocols and administration.
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Good understanding of digital and cybersecurity service management processes
Employment Type
Full Time
