Major Incident Manager

Softlanding; Portugal; Hybrid; EUR 40,000 - 56,000; Full time

Job summary

Softlanding is seeking an accomplished IT Service Management professional to lead major incident investigations and coordinate resolution efforts across teams. The role emphasizes timely outage closure, effective communication with management and customers, and rigorous problem management to prevent recurrence.

You will produce detailed incident reports, oversee root-cause analyses, and drive process improvements within the ITIL framework, including collaboration with internal and external

Qualifications

• Must have 5+ years in IT service management or IT support.
• Ability to quickly analyze IT infrastructure, network and application dependencies.
• Strong initiative to restore services ASAP with hands-on mindset.
• Excellent communication to assist resolving teams in root cause analysis and resolution.
• Ability to estimate impact of service interruptions and consequences of problems.

Responsibilities

• Lead, drive, facilitate and chair investigation activities, meetings and conference calls.
• Ensure outage closure via workaround or permanent fix within SLA/MTTR.
• Coordinate with third parties and manage resources to resolve incidents.
• Facilitate incident resolution calls and communicate regularly with management.
• Write reports on major incidents with technical details and improvement steps.

Skills

Incident management

Communication skills

Analytical thinking

Stakeholder management

Education

ITIL certification or equivalent

Job description

• Leading, driving, facilitating and chairing all investigation activities, meetings, and conference calls. Ensure no parallel calls are handled aside
• Being accountable for closing the outage via workaround or permanent fix within SLA/MTTR
• Matrix management of people, processes and resources including third parties – including resolving conflict to move forward to resolution
• Facilitating incident resolution calls, taking notes, and communicating on a regular basis with the management community using the designated tools.
• Writing reports for major incidents containing technical details about the nature of the outage and the steps necessary to improve. Mostly done via problem management.
• Being mindful of the correct application of the processes by reading/applying the MIM handbook.
• Notifying customers, colleagues about major outages using the correct channels for communication.
• Organizing problem management meetings to look for the root cause and define collaborative action plans with specific actions, roles and deadlines, and ensuring these are completed to avoid same type of incidents reoccurrence
• Attend and/or facilitate PRAB meetings to communicate about new problems, key problem status and closure of problems.
• Ensure the QOS dashboard is accurate, and the Incident and problem data is correct
• Support and nurture process improvements

Technical skills

• At least 5 years of experience in IT service management or an IT support role.
• Being able to get a quick insight in IT infrastructure, network and application dependencies using several technologies.
• Hands-on mindset to quickly take on the initiative to restore the services asap.
• Having good technical insight and excellent communication skills to assist resolving teams in their search for the root cause & resolution for the ongoing issues.
• Scoping skills to be able to estimate the possible impact of an interruption of service and the consequences of problems with / or the loss of computer services.
• ITIL certified or willing to obtain certification as part of the development plan as soon as possible.
• Prior experience in Major Incident Management is required.