Major Incident Management - Support Engineer

We are seeking a skilled resource with extensive experience in Incident and Major Incident Management to join our team. The candidate should possess expertise in assessing and troubleshooting high-severity incidents, driving resolution, and ensuring minimal impact on business operations.

Key Responsibilities:

• Incident and Major Incident Management:
• Assess and troubleshoot high-severity incidents promptly.
• Initiate and drive bridge calls, ensuring clear and effective communication.
• Prepare and distribute notifications to senior and executive stakeholders across the company.
• Oversee the restoration of normal services as quickly as possible to minimize operational impact.
• Post-Incident Analysis and Prevention:
• Collaborate with problem management to identify root causes and implement preventative measures.
• Perform analytics and develop action plans to minimize or eliminate future downtimes.
• Drive the implementation of action plans to enhance service continuity.
• Operational Excellence:
• Execute Major Incident Management (MIM) processes and tools to provide high-quality services.
• Focus on reducing unplanned downtime for Critical IT Infrastructure and Operationally Critical Applications (OCA).
• Prepare comprehensive MIM analysis reports (weekly, monthly, quarterly) for the leadership team.
• Stakeholder and Team Collaboration:
• Maintain strong relationships with cross-functional teams to ensure service delivery excellence.
• Serve as the first point of contact for escalations related to team dynamics, performance, or technical issues.
• Provide feedback, mentoring, and technical training to team members, fostering a collaborative environment.
• Service Delivery and Governance:
• Manage service quality, performance, and continuous improvement in alignment with governance standards.
• Ensure that agreed targets in terms of quality, timeliness, and service levels are consistently achieved.
• Technical Expertise:
• Provide technical input for new requirements, feasibility studies, capacity planning, and performance analysis.
• Maintain an understanding of Data Center Infrastructure components, especially Networking, and Azure Cloud.

Qualifications and Skills:

• Strong experience in Incident and Major Incident Management, with a focus on IT environments.
• Excellent problem-solving and troubleshooting skills.
• Proficiency in managing bridge calls and preparing stakeholder communications.
• Ability to develop actionable plans to prevent incident recurrence and improve service delivery.
• Solid understanding of Data Center Infrastructure, Networking, and Azure Cloud technologies.
• Proven ability to mentor, coach, and support team members to enhance team performance.
• Strong analytical skills with the ability to generate detailed reports for executive leadership.
• Exceptional organizational and time-management skills to manage multiple priorities effectively.

Key Attributes:

• Customer-focused approach with the ability to maintain service continuity during critical situations.
• Proactive mindset with a relentless focus on minimizing downtime and operational disruptions.
• Strong interpersonal and communication skills to liaise with technical teams and senior stakeholders.
• Demonstrated ability to handle high-pressure situations and deliver results under tight deadlines.

This role offers the opportunity to make a significant impact by ensuring seamless operations and contributing to continuous improvement initiatives within a dynamic environment.