Job Description
Life on the Team
As a member of the Critical Incident Management team, you will play a key role in ensuring the stability and availability of critical business services. You will collaborate with cross-functional technical teams, service owners, and stakeholders to manage high-priority incidents, drive timely resolutions, and minimize business impact.
What You Will Do
- Manage and coordinate Major incidents to ensure timely resolution and minimal business impact.
- Lead and facilitate Major Incident Management related calls, engaging relevant stakeholders and technical teams during critical incidents.
- Drive incident communication, escalation, and status updates throughout the incident lifecycle.
- Prepare and review Root Cause Analysis (RCA) reports, ensuring corrective and preventive actions are identified and tracked.
- Execute incident management processes in accordance with organizational standards and SLAs.
- Handle additional major incident and problem management-related tasks and responsibilities as assigned by management.
- Collaborate with cross-functional teams to improve service stability and reduce recurring incidents.
What You Will Need
- Strong Critical/Major Incident Management experience
- Expertise in handling P1/P2 incidents
- RCA preparation and problem management
- Excellent stakeholder and communication skills
- Experience with ITIL Incident Management processes
- Ability to work under pressure in a 24x7 support environment (if applicable)
- Comms should be excellent only.
Life on the Team
As a member of the Critical Incident Management team, you will play a key role in ensuring the stability and availability of critical business services. You will collaborate with cross-functional technical teams, service owners, and stakeholders to manage high-priority incidents, drive timely resolutions, and minimize business impact.
What You Will Do
- Manage and coordinate Major incidents to ensure timely resolution and minimal business impact.
- Lead and facilitate Major Incident Management related calls, engaging relevant stakeholders and technical teams during critical incidents.
- Drive incident communication, escalation, and status updates throughout the incident lifecycle.
- Prepare and review Root Cause Analysis (RCA) reports, ensuring corrective and preventive actions are identified and tracked.
- Execute incident management processes in accordance with organizational standards and SLAs.
- Handle additional major incident and problem management-related tasks and responsibilities as assigned by management.
- Collaborate with cross-functional teams to improve service stability and reduce recurring incidents.
What You Will Need
- Strong Critical/Major Incident Management experience
- Expertise in handling P1/P2 incidents
- RCA preparation and problem management
- Excellent stakeholder and communication skills
- Experience with ITIL Incident Management processes
- Ability to work under pressure in a 24x7 support environment (if applicable)
- Comms should be excellent only.
