Walk-in || Major Incident Manager

Key Responsibilities

• Incident Lifecycle Ownership: Lead the complete management of critical P1 (Priority 1) and P2 incidents from initial detection through triage, service restoration, and closure.
• Bridge & War Room Coordination: Facilitate and direct high-pressure technical bridge calls, war rooms, and crisis lines involving application, infrastructure, network, and vendor teams.
• Stakeholder Communication: Serve as the central communication hub, providing clear, concise, and timely impact updates to senior leadership and business stakeholders.
• Escalation Management: Fast-track technical or vendor escalations when resolution is stalled or service level agreements (SLAs) are at risk.
• Root Cause Analysis (RCA): Lead Post-Incident Reviews (PIR) and partner with Problem Management to identify underlying causes and implement corrective action plans.
• Process Governance: Track key performance indicators (KPIs) like Mean Time to Repair (MTTR) and SLA compliance, and update incident playbooks or operational standards.