We are seeking a skilled resource with extensive experience in Incident and Major Incident Management to join our team. The candidate should possess expertise in assessing and troubleshooting high-severity incidents, driving resolution, and ensuring minimal impact on business operations.

Key Responsibilities:

Incident and Major Incident Management: Assess and troubleshoot high-severity incidents promptly. Initiate and drive bridge calls, ensuring clear and effective communication. Prepare and distribute notifications to senior and executive stakeholders across the company. Oversee the restoration of normal services as quickly as possible to minimize operational impact. Post-Incident Analysis and Prevention: Collaborate with problem management to identify root causes and implement preventative measures. Perform analytics and develop action plans to minimize or eliminate future downtimes. Drive the implementation of action plans to enhance service continuity. Operational Excellence: Execute Major Incident Management (MIM) processes and tools to provide high-quality services. Focus on reducing unplanned downtime for Critical IT Infrastructure and Operationally Critical Applications (OCA). Prepare comprehensive MIM analysis reports (weekly, monthly, quarterly) for the leadership team. Stakeholder and Team Collaboration: Maintain strong relationships with cross-functional teams to ensure service delivery excellence. Serve as the first point of contact for escalations related to team dynamics, performance, or technical issues. Provide feedback, mentoring, and technical training to team members, fostering a collaborative environment. Service Delivery and Governance: Manage service quality, performance, and continuous improvement in alignment with governance standards. Ensure that agreed targets in terms of quality, timeliness, and service levels are consistently achieved. Technical Expertise: Provide technical input for new requirements, feasibility studies, capacity planning, and performance analysis. Maintain an understanding of Data Center Infrastructure components, especially Networking, and Azure Cloud.

Qualifications and Skills:

Strong experience in Incident and Major Incident Management, with a focus on IT environments. Excellent problem-solving and troubleshooting skills. Proficiency in managing bridge calls and preparing stakeholder communications. Ability to develop actionable plans to prevent incident recurrence and improve service delivery. Solid understanding of Data Center Infrastructure, Networking, and Azure Cloud technologies. Proven ability to mentor, coach, and support team members to enhance team performance. Strong analytical skills with the ability to generate detailed reports for executive leadership. Exceptional organizational and time-management skills to manage multiple priorities effectively.

Key Attributes:

Customer-focused approach with the ability to maintain service continuity during critical situations. Proactive mindset with a relentless focus on minimizing downtime and operational disruptions. Strong interpersonal and communication skills to liaise with technical teams and senior stakeholders. Demonstrated ability to handle high-pressure situations and deliver results under tight deadlines.

This role offers the opportunity to make a significant impact by ensuring seamless operations and contributing to continuous improvement initiatives within a dynamic environment.