Major Incident Manager (24*7 environment)

📋 Description

• Lead Major Incident Management across infrastructure and cloud services.
• Chair bridge calls, direct resolver teams and third-party vendors to resolution at pace.
• Own escalations end-to-end, ensure SLA compliance and proactive breach risk management.
• Line-manage MI Co-ordinator team; set on-call/24x7 coverage standards.
• Lead root cause analysis and drive continuous improvement across people, process and tooling.
• Prepare leadership updates and operational dashboards for real-time monitoring.

🎯 Requirements

• 8+ years IT experience with demonstrable Major Incident leadership.
• Advanced proficiency in Jira (preferably Jira Service Management) and ITIL incident management.
• Strong stakeholder management and English communication skills.
• Experience with incident/problem management, RCA, and high-severity bridge calls.
• Ability to work with AI tools for drafting outcomes and dashboards (e.g., Copilot/Claude).
• Experience with AWS/cloud services, middleware, data centers, networks and databases.