Track Lead for Incident Management

Job Summary

To oversee major incident management and ensure effective service delivery, the full-time Track Lead for Incident Management will manage a regional team, act as the senior escalation point for incidents, and collaborate with key stakeholders in a remote work environment.

Key Responsibilities

• Monitor and manage major incidents, ensuring compliance with established procedures and effective communication with senior leadership
• Lead and develop a regional team, focusing on performance management and service improvements
• Drive strategic change and foster a positive organizational culture through collaboration with global teams

Required Qualifications

• Advanced experience in managing a Major Incident team with in-depth knowledge of ITIL processes
• Proven ability to engage stakeholders and lead cross-functional teams in critical functions
• Strong strategic thinking skills to align practices with global objectives for continuous service improvement
• Excellent communication skills, capable of articulating technical information to diverse audiences
• Ability to remain calm and coordinated during high-impact incident events