Major Incident Manager / Outage Manager

Ernst & Young Advisory Services Sdn Bhd; Taguig; On-site; PHP 1,961,000 - 3,595,000; Full time

Job summary

EY is seeking a Senior Major Incident Manager/Outage Manager to lead high-impact incident response from detection to resolution in a Kochi/Manila office-based role.

You will coordinate across IT teams, business units and external vendors, ensuring timely communications and post-incident reviews to prevent recurrence.

Qualifications

• 10+ years of industry experience in Major Incident Management or Outage Management.
• Strong understanding of IT Service Management (ITSM) principles and practices.
• Proven track record of successfully managing major incidents in a complex IT environment.
• Excellent communication, leadership, and interpersonal skills.
• Ability to analyze complex situations and make sound decisions quickly.
• Knowledge of IT infrastructure, networking, and application systems.
• Familiarity with ITIL processes and best practices.
• Good understanding of ServiceNow Incident and Major Incident Management module.

Responsibilities

• Lead the process of incident management from detection to resolution and post-incident review.
• Coordinate with IT teams, business units, and external vendors to manage major incidents effectively.
• Communicate effectively with all levels of management and stakeholders during major incidents.
• Write high quality incident/outage communications with zero defect.
• Ensure that all incidents are logged, tracked, and documented in accordance with EY’s Incident Management policies and procedures.
• Develop and maintain the Major Incident Management Plan and ensure it is followed during incidents.
• Conduct post-incident analysis to identify root causes and prevent future occurrences.
• Collaborate with people at all levels to solve high impact incidents within agreed SLA for Major Incidents.
• Elevate and engage support resources based on EY’s Major Incident Management process.

Skills

Major Incident Management

ITIL

ITSM

Communication

Leadership

Decision making under pressure

Education

Bachelor’s degree in Computer Science/Information Technology

Tools

ServiceNow Incident & Major Incident Management module

Job description

At EY, you’ll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture and technology to become the best version of you. And we’re counting on your unique voice and perspective to help EY become even better, too. Join us and build an exceptional experience for yourself, and a better working world for all.

Ernst & Young
Job Description
Job Title:
Major Incident Manager / Outage Manager
Location: Kochi/Manila – Work from office only Job Rank (must note a single rank only for each job description):
Assistant Director
Function:
Enterprise Technology Scope (indicate either “global/cross-border” or “local/country”):
Global
Sub Function:
ET Service Management Reports to (Job Title):
Global Lead for Major Incident Management

Job Summary: (Briefly describe the main objectives and purpose of the job. Why does the job exist? What is it expected to accomplish?)
The Major Incident Manager / Outage Manager is a critical role responsible for managing and resolving high-impact incidents that affect the services and operations of our organization. The individual in this position will be expected to lead and coordinate the response to major incidents, ensuring minimal disruption to business operations and maintaining communication with all stakeholders throughout the incident lifecycle. The ideal candidate will have a strong background in IT service management, exceptional problem-solving skills, and the ability to work under pressure. The Major Incident Manager / Outage Manager is a vital role that requires a dedicated professional capable of navigating high-stress situations and delivering results. If you have the experience, skills, and certifications required, and are ready to take on this challenging yet rewarding position, we encourage you to apply.
Key Job Requirements:

• Lead the process of incident management from detection to resolution and post-incident review.
• Coordinate with IT teams, business units, and external vendors to manage major incidents effectively.
• Communicate effectively with all levels of management and stakeholders during major incidents.
• Write high quality incident/outage communications with zero defect.
• Ensure that all incidents are logged, tracked, and documented in accordance with EY’s Incident Management policies and procedures.
• Develop and maintain the Major Incident Management Plan and ensure it is followed during incidents.
• Conduct post-incident analysis to identify root causes and prevent future occurrences.
• Excellent collaborator with people at all levels to solve high impact incidents within agreed SLA for Major Incidents.
• Ability to elevate and engage support resources based on established EY’s Major Incident Management process.

Knowledge and Skills Requirements:

• A minimum of 10+ years of industry experience in a Major Incident Management or Outage Management role.
• Strong understanding of IT Service Management (ITSM) principles and practices.
• Proven track record of successfully managing and resolving major incidents in a complex IT environment.
• Excellent communication, leadership, and interpersonal skills.
• Ability to analyze complex situations and make sound decisions quickly.
• Knowledge of IT infrastructure, networking, and application systems.
• Familiarity with ITIL processes and best practices.
• Good understanding of ServiceNow Incident and Major Incident Management module.

Supervision Responsibilities:

• No direct supervision responsibilities, but demonstrable ability to lead bridge calls related to high-impact incidents and collaborate with stakeholders at all levels, with the aim of restoring services as soon as possible.

Other Requirements:

• Mandatory qualifying criterion: Candidates must be willing and able to work in a 24x7 rotating shift model, including night shifts, weekends, and public holidays.
• This is a Kochi-based role and requires working from the office only.
• Willingness to be on-call to respond to high-priority incidents as they occur.

Job Requirements:
Education:

• Bachelor’s degree in Computer Science, Information Technology, or a related field.

Experience:

• At least 10 years of relevant experience in Major Incident Management or a similar role within the IT industry.

Certification Requirements:

• ITIL Foundation certification required; intermediate ITIL certification preferred.

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