Major Incident
3 days ago
**Responsibilities**:
- Direct the resolution of high-severity incidents by managing crisis calls, aligning cross-functional teams, and ensuring timely, transparent updates to senior stakeholders.
- Serve as the primary escalation point for executive stakeholders, driving confidence and trust through effective communication and swift resolution.
- Ensure service delivery excellence by monitoring SLAs, coordinating with vendors, and maintaining strong operational governance.
- Embed ITIL best practices across Incident, Problem, and Change Management to drive consistency and reliability in operations.
- Lead post-incident reviews to identify systemic issues, implement corrective actions, and drive continuous service improvement.
- Oversee infrastructure transformation initiatives, including network, voice, and cloud, to align technology capabilities with evolving business needs.
- Optimize incident detection and recovery by leveraging automation, monitoring, and observability solutions to improve visibility and reduce downtime.
- Mentor and lead global support teams in a follow-the-sun model, ensuring seamless operational coverage, collaboration, and professional development.
- Partner with compliance and security teams to ensure services adhere to governance, audit, and regulatory requirements.
**Requirements**:
- 15+ years of IT service management with focus on service delivery, major incident management, and escalation handling.
- Proven expertise in network and infrastructure operations, including on-premises and cloud environments.
- Strong knowledge of incident, problem, and change management frameworks.
- Excellent leadership skills with experience managing global, cross-cultural teams.
- Hands-on experience in driving service improvements and transformation projects.
- Strong analytical, decision-making, and communication skills with the ability to perform under pressure.
- Familiarity with automation, monitoring, and observability platforms.
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