The Major Incident Manager is responsible for the end-to-end management of all IT major incidents. What you will do: Performs the day-to- day operational and managerial tasks demanded by the Incident Management process flows. Support the major incident management team with critical components of the plan in order that they can make decisions in the event of an incident Ensure that activities within a process are being performed at a high level of quality and that it meets its associated Service Level Agreements or Operational Level Agreements Responsible for communicating with the process manager. Directly works with Tier 1 Support to ensure proper recording of Major incidents Determines if major incident needs to be escalated according to priority and severity of the issue. Ensure that major Incidents assigned to their Support Groups are resolved and that service is restored Monitor major Incidents to ensure that Service Level Agreement and Operational Level Agreement are met Identify Incidents for review Participate in Incident review following major Incidents Identify potential problems and/or increasing trend of repetitive Incidents Create Knowledge articles with repeatable procedures with a goal of reducing the number of Incidents Other duties and tasks related to the core IT Operations Processes Including but not limited to Incident Management, Problem management and Event Management. What you need to have: Practical experience of working with the ITIL service lifecycle framework, specifically Service Design, Service Transition, Service Operations and Continual Service Improvement. Experience working as part of a global team; across multiple countries and time zones Exposure to a broad range of infrastructure and application technologies in particular Wintel, SQL Server, Networking and Storage technologies Strong planning, organizing, time and priority management skills; ability to manage multiple streams of work What can set you apart: Experienced in vendor and supplier management Experienced in Continual Service Improvement projects Knowledgeable of Ticketing Tools like Jira, etc. Job Perks You'll Enjoy: Hybrid work setup Up to 20% variable performance-based bonus HMO on Day 1 and HMO dependents coverage including same-sex partners Access to mental health and wellness partners Wellness Leaves and Birthday Leave Internal career mobility options Local and international learning opportunities Show more Show less