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 workplace (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)