IT Major Incident Manager

Job Title: IT Major Incident Manager

Position Overview

The IT Major Incident Manager plays a pivotal role in safeguarding the stability and
performance of IT systems across an organization. This role involves leading the response to
critical IT-related incidents, ensuring efficient resolution, and minimizing operational impact.
Responsibilities include managing unplanned system downtimes, addressing unexpected
outcomes of planned downtimes, and mitigating severe system performance issues. The position
demands exceptional leadership, technical expertise, and strong communication skills to
effectively manage incident resolution, coordinate with diverse stakeholders, and implement
measures to prevent future disruptions.

Key Responsibilities:

Incident Management:

• Detection and Escalation: Monitor and investigate initial IT issues reported by the
Helpdesk to evaluate the need for escalation to major incident status.

• Incident Response Leadership: Coordinate and manage responses to major IT incidents,
including unplanned downtimes, unexpected impacts from planned maintenance, and
critical performance issues.

• Process Execution: Implement and oversee established procedures for managing major IT
incidents, ensuring adherence to best practices and organizational standards.

• Real-Time Problem Solving: Guide technical teams in identifying root causes and
developing immediate solutions to restore services effectively.

Communication and Coordination

• Stakeholder Communication: Act as the central point of communication during
incidents, ensuring timely and accurate updates to technical teams, business stakeholders,
and end-users.

• Conference Facilitation: Host and manage technical troubleshooting calls, leading
discussions and ensuring clear documentation of action items.

• Leadership Engagement: Organize and lead leadership-level calls to provide updates on
incident status, implications, and recovery timelines.

• User Notifications: Collaborate with the Helpdesk to draft concise, user-friendly
communications about ongoing incidents, expected resolutions, and preventive measures.


Post-Incident Analysis and Prevention

• After-Action Reviews (AARs): Conduct comprehensive reviews of major incidents,
documenting findings, mitigation strategies, and lessons learned.

• Preventive Strategies: Collaborate with technical teams to implement changes that
minimize the risk of recurrence.

• Continuous Improvement: Organize debrief meetings with involved teams to evaluate
response effectiveness and refine processes.

Collaboration and Leadership

• Cross-Team Liaison: Serve as the bridge between technical teams, Helpdesk, and
organizational leadership, fostering alignment and clear communication.

• Leadership Under Pressure: Lead incident response efforts with composure and
decisiveness, maintaining team focus during high-pressure situations.

• Training and Mentoring: Support the development of incident management capabilities
within technical teams and the Helpdesk.

Required Skills and Qualifications

Communication Skills
• Outstanding verbal and written communication skills, with the ability to simplify complex
technical issues for diverse audiences.
• Expertise in drafting clear and effective updates for technical teams, leadership, and end-
users.

Technical Expertise
• Strong understanding of IT infrastructure, systems, and processes, with a proven ability to
manage complex technical issues.
• Familiarity with healthcare IT systems or other mission-critical environments is highly
desirable.

Leadership and Responsiveness
• Demonstrated experience in leading incident management efforts during high-stress, time-
sensitive situations.
• Availability and preparedness to respond promptly to critical incidents outside regular
working hours.


Team Collaboration
• Proven ability to foster collaboration and maintain a cohesive approach among diverse
teams during incidents.
• Adaptable and organized, with a focus on achieving resolution while maintaining team
morale.

Organizational and Facilitation Skills
• Proficient in scheduling and leading incident response and review meetings, ensuring
effective follow-through on action items.
• Skilled in documenting processes, outcomes, and lessons learned to support continuous
improvement initiatives.

Preferred Experience

• Healthcare or Mission-Critical IT: Experience in managing IT incidents within high-
stakes environments such as healthcare, finance, or manufacturing.

• Incident Response Frameworks: Familiarity with ITIL, COBIT, or other incident
management methodologies.

• Helpdesk Operations: Understanding of escalation procedures, Helpdesk workflows, and
end-user support best practices.

Why Join Us?
This role is critical to ensuring seamless operations and stability within a dynamic IT environment.
By joining our team, you will have the opportunity to lead impactful initiatives, drive
improvements, and shape the organizations incident response capabilities.

To Apply
Submit your resume and a cover letter detailing:
• Your experience in IT incident management.
• Specific examples of leading teams during critical incidents.
• Your approach to communication and collaboration under pressure.

APPLY HERE : https://forms.gle/MCWkdvFkKTLADErf6