Major Incident Manager

A Day in Your Life at MKS:

The Major Incident Manager is responsible for managing the lifecycle of major incidents, ensuring timely resolution, effective communication, and minimal business impact. This role acts as the central point of coordination during critical outages and drives post-incident reviews.

You Will Make an Impact By:

Incident Coordination

• Take ownership of major incidents from detection to resolution.
• Initiate and lead technical bridge calls with relevant teams (Infrastructure, Application, Network).
• Ensure timely engagement of SMEs and escalation to leadership when required.
  
  

• Provide regular updates to stakeholders during incidents.
• Maintain clear and concise communication across technical and business teams.
• Issue incident notifications and status reports as per communication plan.
  
  

• Record incident timeline, actions taken, and decisions made.
• Ensure accurate incident ticket updates in ITSM tool.
• Drive post-incident RCA and problem management activities.
  
  

• Adhere to ITIL Incident Management best practices.
• Identify gaps and recommend improvements in incident handling processes.
  
  

• Strong understanding of ITIL framework (Incident & Problem Management).
• Excellent communication and leadership skills.
• Ability to manage high-pressure situations and make quick decisions.
• Familiarity with ITSM tools (ServiceNow, Jira, etc.).
• Basic technical knowledge of infrastructure and applications for effective coordination.
• High-level knowledge of Windows/Linux OS, Networking fundamentals, AWS, Azure, and Cloud computing.
• Experience with monitoring and ITSM tools.
• Ability to analyze logs and troubleshoot application/service issues.
• Basic scripting skills (PowerShell, Bash, Python preferred).
• Good communication and problem-solving skills.
• Bachelor’s degree in IT/Computer Science or related field.
• 8+ years of experience in IT operations, with at least 3 years in incident management.
• ITIL Foundation certification preferred.