Lead I - Production Support

Job Summary: Critical Incident Manager A critical incident manager is responsible for overseeing and coordinating the response to critical incidents within the organisation. The primary goal of this role is to minimise the impact of these incidents and promote a rapid recovery to normal operations. For incident management to be successful, the ability to communicate well and adapt to changing circumstances is crucial. Roles and Responsibilities: Assess the impact and severity of critical major incidents. Gather information and data to support incident analysis and decision-making. Act as the central point of contact during critical incidents, ensuring that all relevant teams are informed and engaged. Develop and implement an effective communication template to keep internal and external stakeholders informed. Ensure clear and timely communication with internal stakeholders, external partners, and relevant authorities. Maintain Response SLA. Coordinate efforts to resolve the incident and minimise its impact. Coordinate with external vendors for additional support. Maintain detailed records of incident response activities, including actions taken, decisions made, and outcomes. Lead and direct the response to complex and high-impact critical incidents. Create and keep up a plan for handling incidents that defines roles, duties, and escalation procedures. Ensure that the organization's incident management framework remains current and effective. Develop contingency plans for various scenarios. Review and update incident response plans and procedures as needed. Conduct a thorough post-incident analysis to identify lessons learned and areas for improvement. Implement changes to enhance incident response capabilities. Provide guidance and support to the incident response team during challenging and multifaceted incidents. Generate comprehensive incident reports, highlighting key findings and recommendations. Qualifications: Bachelor's degree in a related field or equivalent work experience 7-9 years of experience in Major incident management - crisis management with a proven track record of managing complex incidents Ability to work flexible hours and respond to incidents at any time. Familiarity with incident management software and tools. Demonstrated leadership and decision-making skills in high-pressure situations. Certification in ITIL V4 and Azure AZ-900 Exceptional communication and interpersonal skills, with the ability to interact effectively with stakeholders and vendors.