We are seeking an experienced Major Incident Management Specialist with 7+ years of experience to lead the resolution of high-impact and complex IT incidents. The role requires Proficient capability in Major Incident Management and Intermediate capability in ITIL, with a strong focus on minimizing business disruption and driving incidents through timely resolution. Key Responsibilities • Lead end-to-end Major Incident Management, from incident detection and impact assessment through resolution and post-incident review. • Coordinate response activities across relevant teams and stakeholders during major incidents. • Facilitate major incident bridge calls and drive clear ownership, collaboration, and timely resolution. • Assess incident severity and business impact to ensure appropriate prioritization and escalation. • Develop and coordinate incident resolution plans for high-impact incidents. • Provide clear and regular incident status updates to relevant stakeholders and senior management. • Conduct post-incident reviews to identify causes, lessons learned, and opportunities for improvement. • Maintain incident management documentation, including playbooks, runbooks, and knowledge articles. • Apply ITIL practices to support effective and consistent incident management. • Continuously improve Major Incident Management processes using lessons learned from previous incidents. • Mentor and guide junior incident management staff. • Monitor adherence to service level agreements and established incident management processes. Required Skills Proficient • Major Incident Management Intermediate • ITIL Experience • 7+ years of experience in IT incident management, with a focus on major incidents. • Proven experience leading and resolving complex, high-impact incidents. • Experience working in fast-paced environments involving multiple stakeholders.