Major Incident Manager

Job Description

Takes the lead when critical incidents arise, guiding teams through fast, structured, and coordinated responses. Ensures that major outages or security threats are managed efficiently, communication flows clearly, and resolutions are achieved as quickly as possible. This role has a direct impact on business continuity and supports continuous improvement in high‑pressure response situations.

• Identify and classify major incidents requiring immediate intervention.
• Develop and maintain response plans tailored to high‑severity situations.
• Lead and facilitate major incident bridge calls with all relevant stakeholders.
• Communicate timely updates and expectations to internal and external parties.
• Allocate resources to support rapid and effective incident resolution.
• Document incident timelines, actions, and outcomes for reporting and analysis.
• Oversee the resolution process to ensure adherence to procedures and timelines.
• Conduct post‑incident reviews to drive process improvements and quality standards.
• Provide training and awareness programs to enhance incident response capabilities.

Job Description - Grade Specific

• Holds a bachelor’s degree in IT, business continuity, emergency management, or a related field.
• Brings strong experience in managing major incidents or crisis situations.
• Demonstrates understanding of incident response frameworks such as ITIL, NIST, or ISO 27001.
• Communicates clearly, confidently, and collaboratively with stakeholders at all levels.
• Makes sound decisions under pressure and demonstrates effective leadership.
• Analyzes complex situations quickly and proposes practical solutions.
• Familiarity with incident management software and related tools.
• Holds an ITIL certification (or equivalent).