Major Incident Manager – EMEA

Expected

We are looking for two employees to extend the current client’s IM team of 4 people. To ensure the swift and efficient resolution of major incidents, minimize the impact on business operations, and ensure that normal service is resumed as quickly as possible. The team works EMEA hours, additionally supporting worldwide through on-call - each team member one week at a time, so once every 4-6 weeks

• Lead the response to major incidents, coordinating across technical and business teams
• Take ownership of major incidents, ensuring effective communication and coordination until resolution
• Ensure incidents are resolved within agreed Service Level Agreements (SLAs)
• Act as the primary point of contact for stakeholders during major incidents
• Provide regular updates to senior management and affected business units on incident status and progress
• Prepare post-incident reports detailing the root cause, impact, and actions taken
• Coordinate with various IT teams, including network, infrastructure, application, and third-party vendors, to resolve incidents
• Carry out post-incident reviews to identify lessons learned and opportunities for process improvement
• Develop and maintain incident management processes and documentation
• Conduct training and guidance to IT staff on incident management processes and best practices
• Participate in audits and ensure that all incident management activities are documented and auditable