Major Incident Manager

Gazelle Global; Wokingham; In loco; GBP 70.000 - 95.000; Tempo pieno

Descrizione del lavoro

Gazelle Global is seeking a seasoned Major Incident Manager to lead the response to P1/high-severity incidents, coordinating cross-functional technical teams to diagnose and resolve issues swiftly and effectively.

You will ensure 24/7 incident coverage when needed, maintain detailed incident timelines and stakeholder comms, drive post-incident RCA/PIRs, and enforce ITIL disciplines (Incident, Problem, Change) using ServiceNow and MIM Workbench to improve service reliability.

Competenze

• Have worked as Major Incident Manager for atleast 6-10 yrs.
• Knowledge of ITIL processes like Change management, Problem management etc
• Flexible to perform change manager/ analyst role incase of no Major Incidents during the shift
• Typing speed of atleast 45 WPM
• Good in process documentation
• Good understanding of IT infrastructure and Applications
• Excellent communication skills (Written and verbal)
• Ability to work under pressure in a highly demanding environment.
• Expertise in ServiceNow and MIM workbench
• Knowledge of Problem Management, BCP/DR, Reporting, Availability, Capacity, Continual service improvement

Mansioni

• Lead the response to P1 / high‑severity incidents.
• Bring together cross‑functional technical teams to diagnose and resolve issues.
• Ensure the incident is worked on 24/7 until resolved, if required.
• Send comms (text and email) to all the stakeholders within 15mins – 20mins, provide timely updates to leadership, business owners, and customers.
• Document timeline, progress, risks, and expected resolution times.
• Ensure incident reports (RCA / PIR) are created and facilitate deep‑dive reviews to identify root cause and preventive actions.
• Track follow‑up actions with respective teams.
• Maintain and improve the Major Incident Management (MIM) process and monitor SLAs and KPIs (MTTR, number of P1s, etc.).
• Drive initiatives to reduce repeat incidents and analyze incident trends to improve service reliability.
• Review of all changes on a daily basis, ensuring high quality and completeness of changes by coordinating with the requestor and technical SMEs.

Conoscenze

Major Incident Management

ITIL Frameworks

ServiceNow

Stakeholder Management

Communication Skills

Problem Solving

MIM Workbench

BCP/DR Knowledge

Change Management

Pressure Handling

Descrizione del lavoro

Your responsibilities:

• Lead the response to P1 / high‑severity incidents.
• Bring together cross‑functional technical teams to diagnose and resolve issues.
• Ensure the incident is worked on 24/7 until resolved, if required.

2. Communication & Stakeholder Management

• Send comms (text and email) to all the stakeholders within 15mins – 20mins.
• Provide timely updates to leadership, business owners, and customers.
• Document timeline, progress, risks, and expected resolution times.

3. Root Cause & Post‑Incident Activities

• Ensure incident reports (RCA / PIR) are created.
• Facilitate deep‑dive reviews to identify root cause and preventive actions.
• Track follow‑up actions with respective teams.

4. Process Governance

• Maintain and improve the Major Incident Management (MIM) process.
• Work closely with Problem, Change, and Service Desk teams.
• Monitor SLAs and KPIs (MTTR, number of P1s, etc.).
• Drive initiatives to reduce repeat incidents.
• Analyze incident trends to improve service reliability.

Change Analyst:

• Review of all changes on a daily basis, ensuring high quality and completeness of changes by coordinating with the requestor and technical SMEs.

Your Profile

Strong technical understanding of IT infrastructure and applications.

• Excellent communication and stakeholder management.
• Ability to stay calm under pressure.
• Analytical thinking and problem‑solving mindset.
• Experience with ITIL frameworks (especially Incident, Problem, Change).

Essential skills/knowledge/experience:

• Have worked as Major Incident manager for atleast 6-10 yrs.
• Knowledge of other ITIL processes like Change management, Problem management etc
• Flexible to perform change manager/ analyst role incase of no Major Incidents during the shift.
• Typing speed of atleast 45 WPM
• Good in process documentation
• Good understanding of IT infrastructure and Applications
• Excellent communication skills (Written and verbal)
• Ability to work under pressure in a highly demanding environment.
• Expertise in ServiceNow and MIM workbench
• Knowledge of Problem Management, BCP/DR, Reporting, Availability, Capacity, Continual service improvement