Job Description

The Major Incident Commander and Problem Manager will work as part of the Operations Management function. The role will act as Incident Commander, partnering with DevOps, SRE teams, and Service Owners during Major Incidents to triage and mitigate service impacting events as quickly as possible and then progress the same through the Problem Management lifecycle.

Responsibilities

· Major Incident

o The primary function of a Major Incident Manager is to direct Subject Matter Experts (SMEs) and Service(s) leaders to restore service as quickly as possible during Major Incidents while keeping accurate and timely data on the progress of such incidents and keeping senior leaders, stakeholders, and end users updated.

o Responsible to escalate to service teams, senior management, and exec leaders to ensure appropriate awareness, engagement, and focus.

o Produces accurate and timely communications tailored to relevant audiences (Senior Leaders and internal Stakeholders).

· Major Problem

o Leads and/or participates in Post Incident Review and Problem Management meetings with key stakeholders and service owners to review events and opportunities for ongoing improvement.

o Conducts major problem investigations, driving the identification of root causes and ensuring the implementation of permanent fixes.

o Collaborates with DevOps and SRE teams to analyze incident trends, identifying patterns and underlying issues to prevent future incidents.

o Utilizes root cause analysis methods and frameworks such as the Five Whys, Fishbone (Ishikawa) Diagrams, Failure Modes and Effects Analysis (FMEA), and Kepner-Tregoe Problem Analysis.

· Applies ITIL (Information Technology Infrastructure Library) best practices for incident problem management to ensure systematic and structured processes.

· Monitors and evaluates high-level service and infrastructure dashboards and takes action to address identified anomalies.

Skills and Experience

Skills

• Strong leadership, communication, coordination, and project planning skills, with the ability to lead by influence rather than formal reporting lines.

• Ability to effectively lead and coordinate teams during and after Major Incidents with significant potential business impact.

• Strong decision-making and problem-solving skills, with the ability to remain calm, professional, and focused in high-pressure situations

• Strong ability to coordinate across technical and non-technical teams, ensuring clear communication and timely execution.

• English proficiency at B2+ level, with strong written and verbal communication skills.

• Ability to manage multiple priorities and drive incident resolution through effective planning, escalation, and follow-up

Education, Professional Experience & Qualifications

• Bachelor’s degree in Computer Science, Engineering, Information Systems, Analytics, or a related field; equivalent practical experience may be considered.

• ITIL certification preferred.

• Experience in Major Incident Management, IT Operations, IT Service Management (ITSM), or a related environment preferred.