Major Incident Response Analyst

Purpose And Scope

We are seeking a highly skilled Major Incident Response Manager to lead our organization’s response to significant incidents that impact our operations and services. The ideal candidate will be responsible for managing the end-to-end incident response process, coordinating cross-functional teams, and ensuring effective communication during major incidents. This role requires strong leadership, excellent problem-solving skills, and the ability to work under pressure in a fast-paced environment.

Responsibilities And Accountabilities

• Establish and maintain a fully resourced 24x7 global support model, enabling rapid response to major incidents through a follow-the-sun framework.
• Lead the response to major incidents, ensuring timely detection , assessment, escalations and resolution of major incidents that impact business operations.
• Develop and maintain the Major Incident Management process, including policies, procedures, knowledge base with critical contacts and best practices.
• Work closely with End User Technology Support and the Digital Desk to enhance observability and resolve emerging incidents before escalation into major incidents.
• Coordinate with Chapter and Value Teams across DigitalX, Legal, Communications and other Functional Units to ensure a unified response to major incidents.
• Facilitate incident review meetings, ensuring all stakeholders are informed and engaged throughout the incident lifecycle.
• Provide clear, timely updates and impact assessments to senior management and stakeholders during major incidents to support executive decision making.
• Conduct post-incident reviews to identify root causes, lessons learned, and opportunities for process improvement.
• Implement and optimize incident response tools and technologies to enhance incident detection and response capabilities.
• Deliver training and guidance to team members and stakeholders on major incident management protocols .
• Champion a culture of preparedness across Service Enablement, TechX and DigitalX.
• Stay current with industry trends, threats, and best practices related to incident management.
  
  

• Bachelor’s degree in Computer Science, Information Technology, Cybersecurity, or a related field.
• Atleast 3 years of experience in incident management, with a focus on major incidents in a complex global environment.
• Strong understanding of IT service management (ITSM) frameworks, such as ITIL.
• Excellent leadership and team management skills, with the ability to motivate and guide cross-functional teams.
• Strong analytical and problem-solving abilities, with a focus on root cause analysis and continuous improvement.
• Exceptional communication skills, both written and verbal, with the ability to convey complex information to diverse audiences.
• Relevant certifications (e.g., ITIL, CISSP, CISM) are a plus.
  
  

• Experience in managing IT budgets and vendor relationships.
• Relevant certifications, such as ITIL, PMP, or AWS, are a plus