Job title: Itsm Mim Sdm

Description

Major Incident Manager

We are seeking a seasoned Major Incident Manager to join our team. This role requires deep ITIL expertise and a proven track record in managing critical incidents in financial services environments.

About the Role

The successful candidate will be responsible for leading our ITSM Major Incident function consisting of internal and external teams. You will act as the bridge between technical teams, executive stakeholders, and service management functions during high-pressure events, driving service recovery and ensuring accurate timely business impact assessment are provided.

• Act as the single point of accountability for all major incidents affecting business-critical services.

Major Incident Management (ITSM):

This role encompasses:

• Serving as the Incident Commander for all Priority 1 (P1) and high-severity (P2) incidents affecting critical systems.


• Leading the Major Incident lifecycle, from identification to incident closure.


• Cross-functional team leadership to resolve incidents quickly and effectively using structured risk-aware communications with executive stakeholders.


• Efficient documentation of incidents in ITSM tools like Service Now,

greater stakeholder communication,
great success incorporating post-incident reviews to drive remediation & service improvement.
The ideal candidate possesses strong decision-making skills under pressure along with effective real-time coordination & communication abilities coupled operational leadership qualities impactful within regulated environments.