Major Incident Manager

Ample Softech System; United States; Remote; USD 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a Major Incident Manager to lead the resolution of major incidents while ensuring effective communication with customers. This pivotal role involves coordinating cross-functional teams, driving operational efficiency, and conducting thorough analyses to prevent future incidents. You will be instrumental in enhancing customer satisfaction and operational performance. Join a dynamic and supportive team that values professional growth and collaboration, making a significant impact in service operations management. If you are a proactive leader with a passion for excellence, this opportunity is perfect for you.

Benefits

Professional growth opportunities

Collaborative team environment

Supportive work culture

Qualifications

• 2-7 years in service operations management with a focus on incident management.
• ITIL certification is highly desirable, especially at Expert or Intermediate level.

Responsibilities

• Serve as SPOC for customers during major incidents and provide timely updates.
• Drive Major Incident Bridge discussions and ensure resolution within SLAs.
• Conduct analyses and prepare Major Incident Reports post-resolution.

Skills

Service Operations Management

Incident Management

Major Incident Management

ITIL Certification

Analytical Skills

Communication Skills

Leadership Skills

Helpdesk Experience

Team Collaboration

Relationship Management

Job description

About The Role:
As a Major Incident Manager, you will be the main point of contact for our customers during major incidents, driving effective resolution and ensuring timely communication throughout the process. You will coordinate cross-functional teams to minimize service impact and enhance operational efficiency.

Key Responsibilities:

• Serve as the Single Point of Contact (SPOC) for customers to provide timely status updates during major incidents.
• Drive the Major Incident (MI) Bridge, involving all relevant Resolver Groups and facilitating discussions until resolution.
• Inform key stakeholders of incident status and confirm service restoration details.
• Coordinate with Subject Matter Experts (SMEs) to expedite the resolution of major incidents.
• Ensure all major incidents are resolved within agreed SLA parameters.
• Take preventive actions to mitigate service and business impacts if resolution times extend beyond expectations.
• Conduct thorough analyses and prepare Major Incident Reports (MIR) post-resolution.
• Update resolution procedures in the knowledge database and work logs.
• Lead review meetings to identify triggers of major incidents and strategize on prevention methods for the future.
• Analyze root causes of major incidents in collaboration with the Problem Management process.
• Coordinate with relevant process managers (e.g., Capacity Manager, Availability Manager, IT Service Continuity Manager) to prevent recurring incidents.
• Provide monthly reports on the status of the Major Incident Management process.
• Conduct training and knowledge-sharing sessions with teams and new joiners to prevent future incidents.

Key Skills and Competencies:

• 2-7 years of experience in service operations management.
• Minimum 2 years of experience in managing Incident Management (IM) and Major Incident Management (MIM) processes.
• ITIL certification is highly desirable (Expert or Intermediate level).
• Strong analytical, communication, presentation, and reporting skills.
• Proven leadership, people management, and operational skills.
• Familiarity with ITIL practices.
• Excellent written and verbal communication skills.
• Experience in a helpdesk environment.
• Highly motivated with a positive and proactive attitude.
• Ability to work flexible schedules and manage virtual teams effectively.
• Strong team collaboration skills and adept at relationship management with both customers and vendors.

Why Join Us?

• Be a crucial part of our operations team driving efficiency and customer satisfaction.
• Opportunity for professional growth and development in a dynamic environment.
• Work collaboratively with a supportive and motivated team.