Major Incident Manager

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Major Incident Manager

The opportunity

EYs global enterprise technology group provides various enabling services (ERP infrastructure platforms service desk) to assist over 300K employees in creating and delivering solutions and services to Fortune 500 privately held and government-like entities.

The Major Incident Manager / Outage Manager is a critical role responsible for managing and resolving high-impact incidents that affect the services and operations of our organization. The individual in this position will be expected to lead and coordinate the response to major incidents ensuring minimal disruption to business operations and maintaining communication with all stakeholders throughout the incident lifecycle. The ideal candidate will have a strong background in IT service management exceptional problem-solving skills and the ability to work under pressure. The Major Incident Manager / Outage Manager is a vital role that requires a dedicated professional capable of navigating high-stress situations and delivering results. If you have the experience skills and certifications required and are ready to take on this challenging yet rewarding position we encourage you to apply.

Key responsibilities

• During a major incident work collaboratively across IT Services to ensure that Major Incidents are identified consistently managed efficiently and service restored as quickly as possible minimizing the impact to the business and managing the lifecycle of all Major Incidents.
• Lead the process of Major Incident management from detection to resolution and post-incident review ensuring timely participation of stake holders and quick resolution minimizing the impact to the business
• Quickly identifying and classifying major incidents based on severity and impact to the business.
• Mobilizing and leading the incident response team which may include IT support staff developers network engineers external vendors management business and other relevant personnel.
• Communicate effectively with all levels of management and stakeholders during major incidents.
• Keeping all stakeholders including management IT teams and potentially customers informed about the status of the incident actions being taken and expected resolution times. Communicate effectively with all levels of management and stakeholders during major incidents
• Write high quality incident / outage communications with zero defect
• Ensuring that the necessary resources and personnel are available and allocated efficiently to resolve the incident as quickly as possible.
• Acting as a bridge between technical teams and business stakeholders to ensure clear understanding and communication of technical issues and their business implications.
• Knowing when to escalate the incident to higher levels of management or to external vendors for additional support.
• Keeping detailed records of the incidents timeline actions taken resources used and any communications sent out during the incident management process in accordance with EYs Incident Management policies and procedures.
• Conduct thorough analysis after the incident has been resolved to identify root causes document lessons learned and develop improvement plans to prevent recurrence.
• Continuously reviewing and improving incident management processes and procedures based on insights gained from past incidents and industry best practices.
• Providing training and guidance to the incident management team and other relevant staff to ensure they are prepared to respond effectively to future incidents
• Develop and maintain the Major Incident Management Plan and ensure it is followed during incidents

Skills and attributes for success

To qualify for the role you must have

Ideally youll also have

What we look for

What we offer

As part of this role youll work in a highly integrated global team with the opportunity and tools to grow develop and drive your career forward. Here you can combine global opportunity with flexible working. The EY benefits package goes above and beyond too focusing on your physical emotional financial and social well-being. Your recruiter can talk to you about the benefits available in your country. Heres a snapshot of what we offer :

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Enabled by data AI and advanced technology EY teams help clients shape the future with confidence and develop answers for the most pressing issues of today and tomorrow.

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Required Experience :

Manager

Key Skills

General Services,Law Enforcement,Access Control,ABAP,Content Editing

Employment Type : Full Time

Experience : years

Vacancy : 1