About the job
The Major Incident Management Lead plays a crucial role in overseeing the governance and effectiveness of Major Incident functions within the Enterprise Technology division. This position involves managing the global Major Incident Management process, ensuring efficient service delivery, and integrating technology MIM procedures within the broader Operations and Technology framework. Collaborating with both internal and external stakeholders, you will drive successful outcomes across the global Enterprise Technologies organization. A hands-on leader passionate about enhancing service delivery, you will also support the Service Management team in fulfilling their objectives. Your ability to influence and guide others, coupled with a strong executive presence, instills confidence in peers and leadership alike. This role also includes designing and automating Major Incident-related services by analyzing relevant policies and procedures to enhance service delivery across the organization.
Key Responsibilities:
- Direct the Major Incident Management functions, actively participating as necessary.
- Facilitate the rapid restoration of normal service operations following outages to minimize business impact.
- Communicate effectively with stakeholders during major incidents, providing timely updates throughout the incident lifecycle.
- Generate outage notifications for clients and leadership, keeping them informed of progress and resolutions.
- Identify and pursue continuous improvement opportunities within Major Incident and Crisis Management processes.
- Act as an escalation point for Major Incident functions.
- Compile and present internal reports on Major Incidents to Executive Management.
- Collaborate with Service Management Operations to support the delivery of Enterprise Services.
- Ensure Major Incident functions comply with SLAs and contractual commitments.
- Promote the Major Incident process across various teams within Enterprise Technology.
- Engage with Technology Resolver Teams and Business Stakeholders to establish and meet service level objectives.