Major Incident Manager

Pracyva; Aarhus kommune; On-site; DKK 550,000 - 900,000; Full time

Job summary

Pracyva is seeking an experienced Major Incident Manager with hands-on experience chairing Business & Technical MIM calls and leading incident resolution across IT towers. The role requires strong ITIL knowledge, service desk operations understanding, and the ability to coordinate complex problems with multiple teams.

You will perform trend analysis on incidents, create problem tickets for recurring issues, and communicate effectively with senior stakeholders.

Qualifications

• ITIL framework knowledge and operational experience in Incident Management, Major Incident Management, Problem Management & Change Management.
• Hands-on experience chairing MIM (Business & Technical) Calls.
• Experienced in incidents trend analysis and creating problem tickets for recurring incidents.

Responsibilities

• Chair Major Incident Management (MIM) calls, coordinating incident response across teams.
• Perform incidents trend analysis and generate problem tickets for recurring issues.
• Manage cross-tower incidents and complex problems to restore service.
• Contribute to effective Service Desk operations and escalation processes.
• Engage senior stakeholders and communicate status clearly.
• Be willing to work in a 24x7 shift model.

Skills

ITIL framework

Incident Management

Major Incident Management

Problem Management

Change Management

Trend analysis

Stakeholder management

Communication skills

Service Desk Operations

Escalation Management

24x7 shifts

Job description

Job description :

• ITIL framework knowledge and operational experience in Incident Management, Major Incident Management, Problem Management & Change Management.


• Worked as Major Incident Manager with hands on experience in chairing MIM (Business & Technical) Calls


• Performs incidents trend analysis, create problem ticket for recurring incidents etc.


• Managed cross tower incidents and complex problems


• Good understanding of Service Desk Operations, Escalation Management


• Senior Stakeholder Management experience


• Good Communication skills – Verbal and Written


• Good Understanding of Application, infra towers and services


• Willing to work in Shifts (24*7)