Senior Incident Manager

Job Summary

To ensure timely and effective responses to major incidents, the full-time Senior Incident Manager will oversee the Major Incident Management process, manage a regional team, and collaborate with stakeholders to drive strategic change and service improvements while operating in the US time zone.

Key Responsibilities

• Monitor and manage major incidents, ensuring compliance with established procedures and controls
• Act as the central point of escalation for major incidents during the US time zone, leading the regional team
• Collaborate with senior stakeholders and global teams to implement service improvements and enhance organizational culture

Required Qualifications

• Advanced experience in managing a Major Incident team with in-depth knowledge of ITIL processes
• Proven experience in stakeholder engagement and leading cross-functional teams
• Ability to rapidly assess situations and coordinate incident resolution during high-impact events
• Strong strategic thinking skills with the capability to align practices with global objectives
• Excellent communication skills, with the ability to articulate technical information clearly to various audiences