Manager Expert Major Incident - IT

Role Overview:

The Major Incident Manager is responsible for the efficient resolution of major incidents that affect business-critical IT services. This role involves managing the end-to-end incident response process, coordinating across cross-functional technical teams, and ensuring timely and effective communication with stakeholders to minimize business impact.

Required Qualifications:

• Bachelors degree in Information Technology, Computer Science, or a related field.
• Minimum 8 years of experience in large-scale industries managing Digital Networks, Security, and Infrastructure in production environments.
• At least 5 years of hands-on experience in Major Incident Management and advanced monitoring.
• Relevant certifications including:
• ITIL Master Certification
• ServiceNow Certification
• Business Communication Professional Certification
  
• In-depth knowledge of ITIL incident management processes and industry best practices.
• Proficiency in ITSM platforms, especially ServiceNow.
  
  

• Proven expertise in major incident handling and real-time coordination.
• Strong analytical thinking and effective problem-solving capabilities.
• Excellent verbal and written communication skills; ability to engage stakeholders at all levels.
• Calm under pressure, with the ability to manage high-stress and time-sensitive situations.
• Highly organized, with excellent multitasking and prioritization skills.
• Practical experience with monitoring and event management tools such as:
• SolarWinds
• Dynatrace
  
• Skilled in triaging and identifying root causes using monitoring tools.
• Solid background in Digital & Cybersecurity application/infrastructure monitoring.
• Familiarity with cloud monitoring tools and technologies.
• Strong knowledge of network protocols and administration.
• Good understanding of digital and cybersecurity service management processes