Major Incident Response Lead - Remote

Overview

The Major Incident Management Lead is responsible for providing governance and oversight of the Major Incident functions within Enterprise Technology, ensuring the delivery and success of Major Incident Management services.

In Short

• Manage the delivery of Major Incident Management functions.
• Ensure quick restoration of normal service operations during outages.
• Communicate clearly with stakeholders throughout the incident lifecycle.
• Provide updates to clients and leadership on incident progress.
• Identify and implement service improvement opportunities.
• Serve as an escalation point for Major Incident functions.
• Prepare internal reports for Major Incidents.
• Collaborate with Service Management Ops colleagues.
• Ensure compliance with SLAs and contractual obligations.
• Provide 24x7 on-call support at scheduled intervals.

Requirements

• 8+ years of experience in Global Major Incident Management services.
• Strong ITIL/ITSM skills with operational background.
• Knowledge of incident management practices within complex organizations.
• Strong problem-solving abilities for significant incidents.
• Experience managing third-party providers within Service Delivery.
• Excellent communication and facilitation skills.

Benefits

• Medical, dental, and vision insurance.
• 401(k) plan.
• Paid leave and tuition reimbursement.
• Various discounts and perks.