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Job Purpose and Impact

We are seeking an experienced and proactive Major Incident Operations Professional (MIM)to lead the end-to-end management of high-impact IT incidents that affect critical business services. This role will be responsible for coordinating cross-functional teams, ensuring timely restoration of services, conducting stakeholder communications, and driving continuous improvement through post-incident reviews. The ideal candidate will possess strong leadership, communication, and problem-solving skills, along with extensive experience in IT Service Management (ITSM) and incident management processes within a complex enterprise environment.

Key Accountabilities

• Own and manage the lifecycle of major incidents from identification through restoration and closure.
• Lead incident bridge calls and coordinate technical teams across infrastructure, applications, networks, security, cloud, and vendor organizations.
• Establish command and control during critical service disruptions, ensuring rapid decision-making and effective execution.
• Drive service restoration efforts while maintaining focus on minimizing business impact.
• Provide timely, accurate, and concise communications to executives, business stakeholders, customers, and technical teams throughout the incident lifecycle.
• Maintain incident hygiene and alignment to ITIL best practices.
• Facilitate post-incident reviews (PIRs), monitor and report incident trends, SLA compliance, and operational metrics.
• Coordinate with third-party vendors, service providers, and internal support teams during major incidents.
• Drive accountability across support teams to meet restoration targets.
• ucture management tasks and improve operational efficiency.

Qualifications

• Minimum requirement of 5 years of relevant MIM experience. Overall work experience of over 10 years.
• ITIL Foundation / Managing Professional, or equivalent certification.
• Experience with ServiceNow, BMC Remedy, Jira Service Management, or similar ITSM tools.
• Knowledge of Cloud platforms (Azure, AWS, Google Cloud).
• Familiarity with monitoring and observability tools such as Splunk, Dynatrace, AppDynamics, Datadog, Grafana, or Azure Monitor.
• Experience in large-scale enterprise or global operations environments.