Major Incident Manager

The Major Incident Manager Is Responsible For The End-To-End Management Of All IT Major Incidents. Their Role And Responsibilities Are:

• Leading, Driving, Facilitating And Chairing All Investigation Activities, Meetings, And Conference Calls
• Leveraging Technology To Issue All Communications And Providing Key Stakeholder Management
• Forming Collaborative Action Plans With Specific Actions, Roles And Deadlines, And Ensuring These Are Completed
• Being Accountable For Resolving The Outage Via Workaround Or Permanent Fix
• Matrix Management Of People, Processes And Resources Including Third Parties – Including Resolving Conflict To Move Forward To Resolution
• Good Awareness Of Service Level Agreements And Their Application
• Ensuring All Administration And Reports Are Maintained And Up-To-Date, Including Contacts Information, Post Major Incident Reviews
• Supporting And Nurturing Process Improvements And Knowledge Base Improvements
• Providing Periodic Major Incident Metrics Reports