Senior Major Incident Manager
Colombo
IT /
Full Time /
Remote
The goal of the Senior Major Incident Manager (Sr. MIM) is to ensure the best possible service to our customers following best practice processes and procedures with an effective and stable team.
The Sr. MIM is required to manage, maintain and own the Incident function for managed services. This includes supporting our customers and ensuring we are meeting our SLA’s for all the customers for whom we support.
The Sr. MIM will have an eye for detail and a strong focus on customer service, operations, people leadership and continual service improvement.
Responsibilities:
- Major Incident Management Responsibilities:
- Run Major Incidents
- Part of a 24*7 MIM roster
- Own and continuously improve the MIM process (Accountable)
- Ensure adequate resources and focus are provided to find swift resolution for major incidents
- Keeping the internal and external customers informed throughout the life cycle of the major incident
- Review and approve Major Incident Reports (MIR)
- Training and induction on MIM
- Ensure problems identified during any Major Incident are appropriately recorded, owned and managed
- Ensure Major Incidents flow into the Problem Management process
- Other Responsibilities:
- Backup for Change management
- Manage direct or virtual reports (as required within the MIM function)
- Leadership and coaching as required (part of the EUS leadership team)
- Collaboration with other service management leadership on improvement initiatives
- Other duties as required
To be successful in this role, you will have:
- 5 years’ experience as a Major Incident Manager.
- Working with an MSP experience is highly desirable but not mandatory.
- Working within an ITIL environment.
- ITIL v3/v4 Foundation certified; Intermediate Operations ITIL certification is desirable.
- IT Degree or Diploma.
