IT Incident Manager

The Major Incident Manager is responsible for the end-to-end management of all IT major incidents.

What you will do

• Performs the day-to-day operational and managerial tasks demanded by the Incident Management process flows.
• Supports the major incident management team with critical components of the plan so they can make decisions in the event of an incident.
• Ensures that activities within a process are performed at a high level of quality and meet their associated Service Level Agreements or Operational Level Agreements.
• Communicates with the process manager and works directly with Tier 1 Support to ensure proper recording of major incidents.
• Determines when a major incident needs to be escalated according to its priority and severity.
• Ensures that major incidents assigned to the relevant support groups are resolved and that service is restored.
• Monitors major incidents to ensure that Service Level Agreeme...