Major Incident Administrator

Job Description

Position Summary:As a Major Incident Administrator, you will be responsible for managing and coordinating the response/resolution of major incidents that impact the business, aiming to restore normal service operations promptly. You will collaborate with senior management, IT teams, and stakeholders to ensure incidents are resolved effectively, minimizing business impact.Key Responsibilities:- Identify and log major incidents based on severity and impact on business operations- Notify relevant stakeholders of major incidents and maintain effective communication channels to keep all parties informed about incident status, progress, and resolution efforts- Oversee immediate response to IT incidents during your shift as the Incident Manager Shift in charge- Conduct initial analysis of the root cause and impact of incidents, gathering relevant data to support investigation and resolution- Develop and execute resolution plans for major incidents, considering technical, organizational, and business aspects- Coordinate resolution efforts across multiple technical teams- Communicate with upper management during major production incidents- Ensure thorough and well-documented shift handovers- Escalate issues promptly to higher levels as needed for resolution- Conduct post-incident reviews to analyze incident handling, identify areas for improvement, and implement corrective actionsFunctional Competencies:- Robust understanding of IT systems, infrastructure, and applications- Familiarity with technologies and tools used in incident management- Experience working as a shift manager- Experience in 24x7 environments and on-call availability- Familiarity with ITIL framework and incident management best practices- Strong stakeholder management skills to guide and coordinate technical and non-technical stakeholders- Ability to solve complex problems, take a new perspective on existing solutions, and exercise judgment based on analysis of multiple information sources- Ability to adapt to changing circumstances and remain calm under pressureQualifications:- 7 or more years of experience in IT operations and incident management- Bachelors degree in Information Technology, Computer Science, or related field- ITIL or other relevant IT Service Management certifications are desirable- B1/B2 oral and written English proficiency level Position Summary:As a Major Incident Administrator, you will be responsible for managing and coordinating the response/resolution of major incidents that impact the business, aiming to restore normal service operations promptly. You will collaborate with senior management, IT teams, and stakeholders to ensure incidents are resolved effectively, minimizing business impact.Key Responsibilities:- Identify and log major incidents based on severity and impact on business operations- Notify relevant stakeholders of major incidents and maintain effective communication channels to keep all parties informed about incident status, progress, and resolution efforts- Oversee immediate response to IT incidents during your shift as the Incident Manager Shift in charge- Conduct initial analysis of the root cause and impact of incidents, gathering relevant data to support investigation and resolution- Develop and execute resolution plans for major incidents, considering technical, organizational, and business aspects- Coordinate resolution efforts across multiple technical teams- Communicate with upper management during major production incidents- Ensure thorough and well-documented shift handovers- Escalate issues promptly to higher levels as needed for resolution- Conduct post-incident reviews to analyze incident handling, identify areas for improvement, and implement corrective actionsFunctional Competencies:- Robust understanding of IT systems, infrastructure, and applications- Familiarity with technologies and tools used in incident management- Experience working as a shift manager- Experience in 24x7 environments and on-call availability- Familiarity with ITIL framework and incident management best practices- Strong stakeholder management skills to guide and coordinate technical and non-technical stakeholders- Ability to solve complex problems, take a new perspective on existing solutions, and exercise judgment based on analysis of multiple information sources- Ability to adapt to changing circumstances and remain calm under pressureQualifications:- 7 or more years of experience in IT operations and incident management- Bachelors degree in Information Technology, Computer Science, or related field- ITIL or other relevant IT Service Management certifications are desirable- B1/B2 oral and written English proficiency level

Keyskills :
Incident ManagementIT InfrastructureIT ApplicationsITIL FrameworkStakeholder ManagementProblem SolvingMIM