Track Manager - Critical Incident Management

Job Summary

Major Incident Manager: Key Responsibilities Incident Command: Declare major incidents, establish communication bridges, and take charge of the entire resolution lifecycle. Coordination: Lead and facilitate technical teams (internal & third-party), resolve conflicts, and ensure collaborative action plans with owners and deadlines are met. Communication: Act as the single point of contact, providing timely and accurate status updates to stakeholders and management. Process Adherence: Ensure strict adherence to incident management protocols (e.g., ITIL), log all details, and initiate post-incident reviews (PIRs). Resolution & Prevention: Drive towards swift workarounds or permanent fixes and work with Problem Management to identify root causes and prevent future incidents. Reporting: Generate metrics and reports on major incidents, focusing on resolution times and trends. Essential Skills & Attributes Leadership: Ability to lead under pressure and manage matrixed teams. Communication: Excellent verbal and written skills to simplify complex technical issues for non-technical audiences. Problem-Solving: Strong analytical skills to quickly assess impact and guide technical teams. Technical Acumen: Broad understanding of IT infrastructure and applications. Composure: Ability to remain calm and decisive during high-stress events. Stakeholder Management: Ability to build and maintain relationships with various internal and external groups. Typical Tools & Processes ITSM Tools (e.g., ServiceNow, Jira Service Management) for logging and tracking. Communication platforms (e.g., Slack, Teams, dedicated conference bridges). ITIL Framework knowledge. Root Cause Analysis (RCA) techniques.

Key Responsibilities

Major Incident Manager: Key Responsibilities Incident Command: Declare major incidents, establish communication bridges, and take charge of the entire resolution lifecycle. Coordination: Lead and facilitate technical teams (internal & third-party), resolve conflicts, and ensure collaborative action plans with owners and deadlines are met. Communication: Act as the single point of contact, providing timely and accurate status updates to stakeholders and management. Process Adherence: Ensure strict adherence to incident management protocols (e.g., ITIL), log all details, and initiate post-incident reviews (PIRs). Resolution & Prevention: Drive towards swift workarounds or permanent fixes and work with Problem Management to identify root causes and prevent future incidents. Reporting: Generate metrics and reports on major incidents, focusing on resolution times and trends. Essential Skills & Attributes Leadership: Ability to lead under pressure and manage matrixed teams. Communication: Excellent verbal and written skills to simplify complex technical issues for non-technical audiences. Problem-Solving: Strong analytical skills to quickly assess impact and guide technical teams. Technical Acumen: Broad understanding of IT infrastructure and applications. Composure: Ability to remain calm and decisive during high-stress events. Stakeholder Management: Ability to build and maintain relationships with various internal and external groups. Typical Tools & Processes ITSM Tools (e.g., ServiceNow, Jira Service Management) for logging and tracking. Communication platforms (e.g., Slack, Teams, dedicated conference bridges). ITIL Framework knowledge. Root Cause Analysis (RCA) techniques.

Skill Requirements

Major Incident Manager: Key Responsibilities Incident Command: Declare major incidents, establish communication bridges, and take charge of the entire resolution lifecycle. Coordination: Lead and facilitate technical teams (internal & third-party), resolve conflicts, and ensure collaborative action plans with owners and deadlines are met. Communication: Act as the single point of contact, providing timely and accurate status updates to stakeholders and management. Process Adherence: Ensure strict adherence to incident management protocols (e.g., ITIL), log all details, and initiate post-incident reviews (PIRs). Resolution & Prevention: Drive towards swift workarounds or permanent fixes and work with Problem Management to identify root causes and prevent future incidents. Reporting: Generate metrics and reports on major incidents, focusing on resolution times and trends. Essential Skills & Attributes Leadership: Ability to lead under pressure and manage matrixed teams. Communication: Excellent verbal and written skills to simplify complex technical issues for non-technical audiences. Problem-Solving: Strong analytical skills to quickly assess impact and guide technical teams. Technical Acumen: Broad understanding of IT infrastructure and applications. Composure: Ability to remain calm and decisive during high-stress events. Stakeholder Management: Ability to build and maintain relationships with various internal and external groups. Typical Tools & Processes ITSM Tools (e.g., ServiceNow, Jira Service Management) for logging and tracking. Communication platforms (e.g., Slack, Teams, dedicated conference bridges). ITIL Framework knowledge. Root Cause Analysis (RCA) techniques.

Other Requirements

Major Incident Manager: Key Responsibilities Incident Command: Declare major incidents, establish communication bridges, and take charge of the entire resolution lifecycle. Coordination: Lead and facilitate technical teams (internal & third-party), resolve conflicts, and ensure collaborative action plans with owners and deadlines are met. Communication: Act as the single point of contact, providing timely and accurate status updates to stakeholders and management. Process Adherence: Ensure strict adherence to incident management protocols (e.g., ITIL), log all details, and initiate post-incident reviews (PIRs). Resolution & Prevention: Drive towards swift workarounds or permanent fixes and work with Problem Management to identify root causes and prevent future incidents. Reporting: Generate metrics and reports on major incidents, focusing on resolution times and trends. Essential Skills & Attributes Leadership: Ability to lead under pressure and manage matrixed teams. Communication: Excellent verbal and written skills to simplify complex technical issues for non-technical audiences. Problem-Solving: Strong analytical skills to quickly assess impact and guide technical teams. Technical Acumen: Broad understanding of IT infrastructure and applications. Composure: Ability to remain calm and decisive during high-stress events. Stakeholder Management: Ability to build and maintain relationships with various internal and external groups. Typical Tools & Processes ITSM Tools (e.g., ServiceNow, Jira Service Management) for logging and tracking. Communication platforms (e.g., Slack, Teams, dedicated conference bridges). ITIL Framework knowledge. Root Cause Analysis (RCA) techniques.