Major Incident Response Analyst

Purpose And Scope

We are looking for a detail-oriented and proactive Major Incident Response Analyst to join our incident response team. The ideal candidate will be responsible for analyzing and managing major incidents that affect our operations, ensuring timely resolution and minimizing impact on the business. This role requires strong analytical skills, effective communication, and the ability to work collaboratively in a fast-paced environment.

Responsibilities And Accountabilities

• Proactively monitor and analyze incidents to identify major incidents that require immediate attention and escalation.
• Collaborate with End User Technology Support, the Digital Desk, Security Operations, and other relevant teams to support effective response and resolution of major incidents..
• Assist in investigations of major incidents to determine root causes and impact on business operations.
• Maintain detailed incident records, including timelines, actions taken, communications, and resolution outcomes to support reporting and analysis.
• Maintain and update the Major Incident Management process, including policies, procedures, knowledge base with critical contacts and best practices.
• Organise and participate in post-incident reviews to identify lessons learned and recommend improvements to incident management processes.
• Maintain and update incident management tools and documentation to ensure accurate tracking and reporting of major incidents.
• Provide support and guidance to team members during major incidents, ensuring adherence to established processes and protocols.
• Stay informed about industry trends, latest security threats, and best practices related to incident response and management.
• Contribute to a culture of preparedness across Service Enablement, TechX and DigitalX.
• Work closely with End User Technology Support, SecOps & Incident Response and the Digital Desk
• Capable of identifying potential signs of external threat actor involvement which could indicate a security incident.
• 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