Subject Matter Expert (Tools&Automation)

Job Summary

ITSM Major Incident Manager (MIM) Own and lead Major Incident (P1/P2) management end‑to‑end, ensuring rapid restoration of services. Act as the single point of coordination across IT teams, vendors, and business stakeholders during major incidents. Drive incident bridge calls / war rooms, ensuring clear roles, effective communication, and timely decision‑making. Ensure accurate incident logging, classification, and prioritization in the ITSM tool as per defined processes. Provide regular, concise executive communications on incident status, impact, risks, and resolution progress. Enforce SLA adherence for Major Incidents and proactively escalate risks to service availability. Coordinate and govern Root Cause Analysis (RCA), ensuring quality, ownership, and closure of corrective actions. Identify recurring incidents and systemic issues, driving problem management and preventive actions. Validate post‑incident reviews and ensure learnings are captured and embedded into SOPs and runbooks. Collaborate with service owners to improve incident response, MTTR, and service resilience. Ensure compliance with ITIL, governance, audit, and regulatory requirements for incident handling. Continuously improve MIM processes, templates, and communication standards.

Key Responsibilities

ITSM Major Incident Manager (MIM) Own and lead Major Incident (P1/P2) management end‑to‑end, ensuring rapid restoration of services. Act as the single point of coordination across IT teams, vendors, and business stakeholders during major incidents. Drive incident bridge calls / war rooms, ensuring clear roles, effective communication, and timely decision‑making. Ensure accurate incident logging, classification, and prioritization in the ITSM tool as per defined processes. Provide regular, concise executive communications on incident status, impact, risks, and resolution progress. Enforce SLA adherence for Major Incidents and proactively escalate risks to service availability. Coordinate and govern Root Cause Analysis (RCA), ensuring quality, ownership, and closure of corrective actions. Identify recurring incidents and systemic issues, driving problem management and preventive actions. Validate post‑incident reviews and ensure learnings are captured and embedded into SOPs and runbooks. Collaborate with service owners to improve incident response, MTTR, and service resilience. Ensure compliance with ITIL, governance, audit, and regulatory requirements for incident handling. Continuously improve MIM processes, templates, and communication standards.

Skill Requirements

ITSM Major Incident Manager (MIM) Own and lead Major Incident (P1/P2) management end‑to‑end, ensuring rapid restoration of services. Act as the single point of coordination across IT teams, vendors, and business stakeholders during major incidents. Drive incident bridge calls / war rooms, ensuring clear roles, effective communication, and timely decision‑making. Ensure accurate incident logging, classification, and prioritization in the ITSM tool as per defined processes. Provide regular, concise executive communications on incident status, impact, risks, and resolution progress. Enforce SLA adherence for Major Incidents and proactively escalate risks to service availability. Coordinate and govern Root Cause Analysis (RCA), ensuring quality, ownership, and closure of corrective actions. Identify recurring incidents and systemic issues, driving problem management and preventive actions. Validate post‑incident reviews and ensure learnings are captured and embedded into SOPs and runbooks. Collaborate with service owners to improve incident response, MTTR, and service resilience. Ensure compliance with ITIL, governance, audit, and regulatory requirements for incident handling. Continuously improve MIM processes, templates, and communication standards.

Other Requirements

ITSM Major Incident Manager (MIM) Own and lead Major Incident (P1/P2) management end‑to‑end, ensuring rapid restoration of services. Act as the single point of coordination across IT teams, vendors, and business stakeholders during major incidents. Drive incident bridge calls / war rooms, ensuring clear roles, effective communication, and timely decision‑making. Ensure accurate incident logging, classification, and prioritization in the ITSM tool as per defined processes. Provide regular, concise executive communications on incident status, impact, risks, and resolution progress. Enforce SLA adherence for Major Incidents and proactively escalate risks to service availability. Coordinate and govern Root Cause Analysis (RCA), ensuring quality, ownership, and closure of corrective actions. Identify recurring incidents and systemic issues, driving problem management and preventive actions. Validate post‑incident reviews and ensure learnings are captured and embedded into SOPs and runbooks. Collaborate with service owners to improve incident response, MTTR, and service resilience. Ensure compliance with ITIL, governance, audit, and regulatory requirements for incident handling. Continuously improve MIM processes, templates, and communication standards.