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
responsibilities :
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
requirements-expected :
3 – 6 years of professional experience as a Major Incident Manager in a large IT environment
Proven track record of managing major incidents and driving them to resolution
Understanding of IT infrastructure, networking, and application systems
Ability to diagnose and troubleshoot complex technical issues
Analytical and problem-solving skills
Skilled in analyzing incident data to identify trends and root causes
Experience with ITIL or other incident management frameworks
Knowledge of incident management tools and software
Capability to make quick decisions and remain calm under pressure
Excellent verbal and written communication skills
Ability to communicate complex technical issues to non-technical stakeholders
Leadership and team management skills
Familiarity with Financial Services and Institutions
