Major Incident Management Specialist (MIM)

Major Incident Management Specialist Experience - 7+ years Location - Any UST Location Job Summary We are seeking an experienced Major Incident Management Specialist to lead and coordinate the resolution of high-impact, complex incidents in our IT environment. The ideal candidate will have a strong background in incident management, problem-solving, and communication, and will be responsible for minimizing the impact of major incidents on business operations. Key Responsibilities • Lead the end-to-end management of major incidents, from detection to resolution and post-incident review • Coordinate incident response activities across multiple teams, including IT operations, application support, infrastructure, and security • Facilitate incident bridge calls, driving collaboration and communication among stakeholders • Perform rapid impact assessment and prioritization of major incidents based on business impact • Develop and execute incident resolution plans, ensuring timely and effective resolution • Escalate incidents to senior management and provide regular status updates • Conduct post-incident reviews and generate reports, identifying root causes and areas for improvement • Develop and maintain incident management documentation, including playbooks, runbooks, and knowledge articles • Continuously improve the incident management process, leveraging best practices and lessons learned • Mentor and guide junior incident management staff • Collaborate with problem management and change management teams to prevent incident recurrence • Ensure adherence to service level agreements (SLAs) and compliance with IT governance frameworks Required Skills • Strong experience in IT incident management, preferably in a large-scale, complex environment • Deep understanding of incident management processes, methodologies, and best practices (e.g., ITIL) • Excellent problem-solving, analytical, and troubleshooting skills • Strong leadership and communication abilities, with experience managing cross-functional teams • Proficiency in IT service management (ITSM) tools, such as ServiceNow, BMC Remedy, or Jira Service Desk • Familiarity with various IT infrastructure components, including networks, servers, databases, and applications • Ability to work effectively under pressure and manage multiple priorities in a fast-paced environment • Excellent documentation and reporting skills Preferred Skills • Knowledge of agile and lean methodologies for incident management • Familiarity with automation and orchestration tools, such as Ansible, Puppet, or Chef • Understanding of IT security incident response and forensics • Exposure to artificial intelligence and machine learning techniques for incident management Desired Certifications • ITIL 4 Foundation or ITIL v3 Foundation • Certified Incident Manager (CIM) or Certified Incident Handling Engineer (CIHE) • Certified Problem and Change Professional (CPCP) • DevOps certifications, such as DevOps Foundation or AWS Certified DevOps Engineer Experience • 7+ years of experience in IT incident management, with a focus on major incidents • Proven track record of successfully leading and resolving complex, high-impact incidents • Experience working in a fast-paced, dynamic environment with multiple stakeholders • Familiarity with a wide range of IT technologies and services