Assistant Manager
Major Incident Manager (MIM) is responsible for overseeing the response to and resolution of high-impact incidents that affect infrastructure services. This role ensures that major incidents are effectively managed, minimizing downtime and service disruption. The MIM will collaborate with cross-functional teams, including IT support, engineering, and other business units, to ensure swift and efficient resolution of critical infrastructure issues.
- Act as the primary point of contact for all major incidents, coordinating response activities across all teams.
- Lead and manage the resolution process for high-priority incidents affecting infrastructure services.
- Ensure that major incidents are escalated and resolved in a timely manner according to defined service level agreements (SLAs).
- Maintain clear and effective communication with stakeholders (technical teams, management, customers, etc.) during the incident lifecycle.
- Provide updates on incident status to senior management and affected business units.
- Ensure aged tickets are tracked to closure.
- Monitor the High Priority tickets & act accordingly.
- Drive continuous improvement by identifying gaps and focus areas, implementing long-term solutions.
- Work with engineering and development teams to enhance the resilience and stability of infrastructure.
- Ensure detailed documentation of major incidents, including incident logs, timelines, and root cause analyses.
- Generate and present detailed periodic reports on incident resolution, performance metrics, and improvement initiatives.
- Collaborate with IT operations, engineering, and security teams to implement measures that reduce the risk of future major incidents.
- Ensure that incident management processes and procedures align with industry best practices and organizational policies.
- Adhere to relevant compliance requirements and ensure that incidents are managed within the defined frameworks
- Bachelor’s in computer science, Information Technology, or related field.
- 5 -8 years of experience in infrastructure operations or IT service management, with at least 3 years in MIM.
- Strong knowledge of ITIL (Information Technology Infrastructure Library) and incident management frameworks.
- Hands on experience with incident management tools and platforms (e.g., ServiceNow, Jira, etc.).
- Excellent communication and interpersonal skills with the ability to influence and collaborate with stakeholders at all levels.
- ITIL certification (preferably ITIL v3 or ITIL 4).
- Best practice sharing and driving continuous improvement practices.
