Description

Responsibilities · Deep understanding of ITIL process (Incident, Problem, Change Management) · Lead and coordinate the resolution of P1 and P2 incidents. · Drive war room/bridge calls with technical teams and vendors until service restoration. · Ensure incidents are logged, categorized and prioritized correctly in ITSM tools. · Communicate incident progress, impact and resolution timelines to stakeholders in real time. · Prepare and circulate Major incidents Reports or Post Incident Reviews with defined SLAs · Collaborate with teams to identify root causes and prevent recurrence. · Oversee the incident management protocols and processes and guide the team members accordingly · Being accountable for resolving the outage via workaround or permanent fix · Analyze incident trends and provide insights for process improvements · Contribute to developing and maintaining the Major incident management process, documentation and KPIs Qualifications and Experience · Bachelor's degree in computer science, IT or related field · Certification: ITIL v4 foundational · Experience with tools like ServiceNow, BMC Remedy or Jira Service Management. Role Descriptions: Major Incident ManagerExperience: 5+ yrsLocation: Canton| MAPosition ContextThe Major incident manager is responsible for managing and coordinating the resolution of high-impact incidents that disrupts critical business services. This role ensures rapid recovery of services| clear communication with stakeholders| and continuos improvement of incident management processes.Key Roles and ResponsibilitiesDeep understanding of ITIL process (Incident| Problem| Change Management)Lead and coordinate the resolution of P1 and P2 incidents.Drive war room/bridge calls with technical teams and vendors until service restoration.Ensure incidents are logged| categorized and prioritized correctly in ITSM tools.Communicate incident progress| impact and resolution timelines to stakeholders in real time.Prepare and circulate Major incidents Reports or Post Incident Reviews with defined SLAsCollaborate with teams to identify root causes and prevent recurrence.Oversee the incident management protocols and processes and guide the team members accordinglyBeing accountable for resolving the outage via workaround or permanent fixAnalyze incident trends and provide insights for process improvementsContribute to developing and maintaining the Major incident management process| documentation and KPIsQualifications and ExperienceBachelors degree in computer science| IT or related fieldCertification: ITIL v4 foundationalExperience with tools like ServiceNow| BMC Remedy or Jira Service Management Essential Skills: Major Incident ManagerExperience: 5+ yrsLocation: Canton| MAPosition ContextThe Major incident manager is responsible for managing and coordinating the resolution of high-impact incidents that disrupts critical business services. This role ensures rapid recovery of services| clear communication with stakeholders| and continuos improvement of incident management processes.Key Roles and ResponsibilitiesDeep understanding of ITIL process (Incident| Problem| Change Management)Lead and coordinate the resolution of P1 and P2 incidents.Drive war room/bridge calls with technical teams and vendors until service restoration.Ensure incidents are logged| categorized and prioritized correctly in ITSM tools.Communicate incident progress| impact and resolution timelines to stakeholders in real time.Prepare and circulate Major incidents Reports or Post Incident Reviews with defined SLAsCollaborate with teams to identify root causes and prevent recurrence.Oversee the incident management protocols and processes and guide the team members accordinglyBeing accountable for resolving the outage via workaround or permanent fixAnalyze incident trends and provide insights for process improvementsContribute to developing and maintaining the Major incident management process| documentation and KPIsQualifications and ExperienceBachelors degree in computer science| IT or related fieldCertification: ITIL v4 foundationalExperience with tools like ServiceNow| BMC Remedy or Jira Service Management

Key Skills

Education

Bachelor's degree