We are looking for a Major Incident Manager who can drive consistent Incident management operational framework and processes for high priority incidents focusing on effective and efficient service recovery. Major/Incident Management in executing best practices in investigation, hierarchical and technical escalation, diagnosis, recovery, documentation, communication and transition to Problem Management.

This role reports into the local Service Delivery Manager. This is a high-profile role providing Major Incident Management support to the CACEIS IS Bank Production Center, Infrastructure and applications which support both client facing and internal services.

• Ensure the design, development, implementation, operation and continual service improvement of an Incident / Major Incident Management Framework, strategy and process are in place and executed effectively
• Establish direction for the prioritization and development of Major Incident Response in alignment with the ITIL service model and industry best practices
• Responsible for Global facilitation and response of all major incidents impacting mission critical business Applications and Infrastructure Services on a 7x24x365 basis
  ü  Validating the priority level of the incident
  ü  Setting up of a technical bridge
  ü  Engaging of Recipient’s support teams
  ü  Major Incident Communication to the Recipient’s nominated Single Point of Contact (SPOC)
  ü  Managing the engagement and interaction of Infrastructure Provider to support Major Incident Services.
  ü  Ensure that the logging, management, and resolution of ‘Major Incident’ tickets are in line with the enterprise major incident and problem processes.
  ü  Engagement and management of business bridges
  ü  Managing of communications to the Recipient’s user base
• Assists the Manager and team with daily operational duties and tasks ensuring documented processes are followed and Incident Communications are accurate, sent out in a timely, effective and efficient manner meeting SLA commitments
• Responsible for Post Incident Reviews and smooth transition to Problem Management
  
  

Bachelor Degree in related field.

Must-have

• Technical understanding in a variety of hardware and software platforms: Windows, proprietary and open source UNIX varieties,(Linux, AIX), Tandem-NSK, iSeries Mid–Range operating systems; Mainframe, Virtual, Storage, Cloud Computing, Database technologies, Networks and back-end infrastructure
• Demonstrated leadership ability / managerial experience
• ITIL v3 Certification: ITIL Foundations (ITIL Service Operations preferred)
• Thorough understanding of Major Incident / Incident Management & Response / Processes
• Keen and able to work within a 7/24 globally supported environment
• Experience in a Leadership role

Nice-to-have:

• 10 years of experience in an operational technical role (application or infrastructure support)
• Ability to manage multiple high priority incidents
• Previous hands-on role in IT Service Management Operations
• Experience managing incidents, changes or problems
• Client Support experience (Helpdesk, Command Centre or similar structure)
  University Degree or Information Technology Diploma (preferred)