MAJOR INCIDENT MANAGER @ CENTRAPRISE
The Major Incident Manager role involves taking overall ownership of Major Incident Management, including leadership and governance of all P1 and P2 incidents. The primary goal is to ensure rapid service restoration and minimal business impact while strictly adhering to agreed-upon response and resolution targets. You will be responsible for exercising command and control during critical incidents by chairing bridge calls, coordinating cross-functional technical teams, and assigning clear actions to maintain a focused recovery effort. Timely and accurate communication across business stakeholders, leadership, and service teams is a vital component of this position.
In addition to immediate response, you will drive root cause analysis and post-incident review activities to ensure thorough investigation and identification of systemic issues. This role requires end-to-end follow-through on major incidents, including tracking remediation actions and integrating findings with Problem and Change Management processes. You will also be tasked with continuous improvement of incident handling and readiness, preparing monthly summaries and analysis for leadership to facilitate informed decision-making based on ITSM and ITIL best practices.
In addition to immediate response, you will drive root cause analysis and post-incident review activities to ensure thorough investigation and identification of systemic issues. This role requires end-to-end follow-through on major incidents, including tracking remediation actions and integrating findings with Problem and Change Management processes. You will also be tasked with continuous improvement of incident handling and readiness, preparing monthly summaries and analysis for leadership to facilitate informed decision-making based on ITSM and ITIL best practices.
Key Requirements
Overall ownership and leadership of Major Incident Management processes.
Governance of P1 and P2 incidents to ensure rapid service restoration.
Ability to chair bridge calls and exercise command and control during incidents.
Experience coordinating cross-functional technical teams effectively.
Strong communication skills for updating business stakeholders and leadership.
Proficiency in driving root cause analysis and post-incident reviews.
Knowledge of Problem and Change Management integration processes.
Expertise in ITSM and ITIL frameworks and methodologies.
Ability to prepare and present monthly incident analysis reports.
High level of technical awareness and decision-making capabilities.