MAJOR INCIDENT MANAGER L2

The Major Incident Manager L2 will be responsible for driving the Major Incident Management process, acting as a Single Point of Contact (SPOC) for the customer, and ensuring that major incidents are resolved within agreed Service Level Agreements (SLAs).

Requirements

• 8-10 years of experience in driving service operations
• Minimum 8 years of experience in managing Incident Management (IM) and Major Incident Management (MIM) processes
• ITIL Expert certification or minimum two ITIL Intermediate certifications
• Strong analytical, communication, presentation, and reporting skills
• Good leadership, people management, and operational skills
• Experience in helpdesk environment
• Ability to work in shift and flexible schedule
• Ability to motivate staff
• Excellent team skills with ability to listen and contribute to discussions and meetings