Global Outage Management

• During a major incident work collaboratively across IT Services to ensure that Major Incidents are identified consistently, managed efficiently, and service restored as quickly as possible, minimizing the impact to the business and managing the lifecycle of all Major Incidents.
• Lead the process of Major Incident management from detection to resolution and post-incident review, ensuring timely participation of stake holders and quick resolution minimizing the impact to the business
• Quickly identifying and classifying major incidents based on severity and impact to the business.
• Mobilizing and leading the incident response team, which may include IT support staff, developers, network engineers, external vendors, management, business and other relevant personnel.
• Communicate effectively with all levels of management and stakeholders during major incidents.
• Keeping all stakeholders, including management, IT teams, and potentially customers, informed about the status of the incident, actions being taken, and expected resolution times. Communicate effectively with all levels of management and stakeholders during major incidents
• Write high quality incident/outage communications with zero defect
• Ensuring that the necessary resources and personnel are available and allocated efficiently to resolve the incident as quickly as possible.
• Acting as a bridge between technical teams and business stakeholders to ensure clear understanding and communication of technical issues and their business implications.
• Knowing when to escalate the incident to higher levels of management or to external vendors for additional support.
• Keeping detailed records of the incident's timeline, actions taken, resources used, and any communications sent out during the incident management process, in accordance with EYs Incident Management policies and procedures.
• Conduct thorough analysis after the incident has been resolved to identify root causes, document lessons learned, and develop improvement plans to prevent recurrence.
• Continuously reviewing and improving incident management processes and procedures based on insights gained from past incidents and industry best practices.
• Providing training and guidance to the incident management team and other relevant staff to ensure they are prepared to respond effectively to future incidents
• Develop and maintain the Major Incident Management Plan and ensure it is followed during incidents

Skills and attributes for success
This individual should possess a combination of technical skills, analytical abilities, and leadership attributes

To qualify for the role you must have

• Proficiency in ITIL (Information Technology Infrastructure Library) practices, particularly in incident management and response procedures.
• A strong understanding of IT systems, networks, and applications to effectively communicate with technical teams and understand the implications of incidents.
• Excellent verbal and written communication skills to coordinate with internal teams, stakeholders, and possibly customers during major incidents.
• Ability to lead and motivate a team under high-pressure situations, ensuring efficient incident resolution and maintaining team morale.
• Demonstratable ability to lead bridge calls related to high impact incidents and collaborate with Stakeholders at all levels with an aim to restore services as soon as possible
• Strong analytical and problem-solving skills to quickly assess incident reports, identify root causes, and determine the most effective course of action.
• Capable of making critical decisions rapidly, often with incomplete information, to mitigate the impact of incidents.
• Resilience and the ability to remain calm and focused under pressure, as major incidents can be highly stressful and demanding.
• Proficient in organizing resources, managing time effectively, and prioritizing tasks to handle multiple incidents simultaneously if needed.
• Understanding of customer service principles to ensure that communication and incident resolution are handled in a way that maintains customer trust and satisfaction.
• commitment to learning from incidents to improve processes and prevent future occurrences, including conducting post-incident reviews and implementing lessons learned
• Good Understanding of ServiceNow or similar ITSM tool, Incident and Major Incident Management module

Ideally, youll also have

• Excellent English language skills (verbal and written),
• Excellent communication, collaboration and basic project management skills
• Good presentation skills with ability to present material clearly and concisely
• Excellent awareness of different cultures and working practices across the regions
• Proven experience in working in, and basic management of, diverse and geographically dispersed teams

• A minimum of 10+ years of industry experience in a Major Incident Management or Outage Management role.
• Flexible work schedule, including availability to work outside of standard business hours, on weekends, and during holidays as needed to manage and resolve major incidents.
• Willingness to be on-call to respond to high-priority incidents as they occur.
• Bachelors degree in computer science, Information Technology, or a related field.
• ITIL Foundation certification required; intermediate ITIL certification preferred