Director - Major Incident Management (18-25 yrs)

Job Summary :

The Director of Major Incident Management is a senior leadership role responsible for overseeing the team that manages the response to major incidents. This role is pivotal in ensuring that any disruption to the technology services provided to clients have rapid restoration to minimize business impact. The Director will own the daily operations of this global team, take ownership of executive-level conversations regarding the performance of the incident management team, ensuring they meet client expectations. Additionally, the Director will focus on continuous improvement of processes, training, and preparedness to minimize the impact of future incidents.

Key Responsibilities :

1. Team Leadership and Development :

- Lead and mentor the incident management team, ensuring they perform in a way that meets client expectations.

- Develop and implement training programs to enhance the skills and capabilities of the incident management team.

- Provide guidance and support to the team, fostering a collaborative and proactive environment.

- Step in to lead major incidents when necessary, providing additional support and expertise.

2. Strategic Planning and Preparedness :

- Develop and implement comprehensive incident management strategies and plans.

- Conduct regular risk assessments and business impact analyses to identify potential vulnerabilities and develop mitigation strategies.

- Ensure the organization and its clients are prepared for incidents through regular training, drills, and simulations.

3. Communication and Reporting :

- Maintain clear and consistent communication with internal and external stakeholders during and after incidents.

- Provide timely updates to senior leadership, clients, and other relevant parties on the status and resolution of incidents.

- Prepare detailed post-incident reports and analyses to identify lessons learned and areas for improvement.

4. Executive-Level Stakeholder Engagement :

- Take ownership of executive-level conversations regarding the quality and performance of the incident management team.

- Engage with stakeholders at all levels, including clients' executive teams, to build confidence in the incident management processes and services provided.

- Present regular performance reviews and updates to executive stakeholders, highlighting successes and areas for improvement.

5. Process Improvement :

- Continuously evaluate and improve incident management processes and procedures.

- Implement best practices and industry standards to enhance the organization's and clients' incident management capabilities.

- Foster a culture of continuous improvement and resilience within the organization and its client base.

6. Stakeholder Collaboration :

- Build and maintain strong relationships with key stakeholders, including technical delivery leads, client delivery executives and clients

- Coordinate with external agencies, vendors, and partners as necessary during incident response and recovery efforts.

Qualifications :

- Bachelor's degree in a relevant field (e.g., IT, Business Continuity, Risk Management, or Emergency Management). Advanced degree preferred.

- Extensive experience in incident management, crisis management, or a related field, preferably in a senior leadership role.

- Strong understanding of IT systems, infrastructure, and cybersecurity principles.

- Excellent leadership, communication, and interpersonal skills.

- Ability to remain calm and make critical decisions under pressure.

- Strong analytical and problem-solving abilities.

- Relevant certifications (e.g., ITIL, CISM, CBCP) are a plus.

Work Environment :

- Fast-paced, high-pressure environment requiring flexibility and adaptability.

- May require occasional on-call availability including weekends

- Collaborative and supportive team culture focused on continuous improvement and resilience.