Major Incident Manager

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Major Incident Manager

The opportunity

EY's 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 incident's timeline, actions taken, resources used, and any communications sent out during the incident management process, in accordance with EY's 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, you'll also have

What We Look For

What We Offer

As part of this role, you'll 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. Here's a snapshot of what we offer :

EY | Building a better working world

EY is building a better working world by creating new value for clients, people, society and the planet, while building trust in capital markets.

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.

EY teams work across a full spectrum of services in assurance, consulting, tax, strategy and transactions. Fueled by sector insights, a globally connected, multi-disciplinary network and diverse ecosystem partners, EY teams can provide services in more than 150 countries and territories.

Skills Required

Communication Skills, Incident Management