Major Incident Manager

1. Job Description : Problem Manager

2.Job Responsibilities :

Post-Incident Major Incident Review (MIR) Leadership

Facilitate structured, collaborative reviews after major incidents with global stakeholders, driving a culture of transparency and learning.

Challenge teams to go beyond tactical fixes and develop strategic action plans that address systemic issues and improve long-term reliability.

Document root causes, contributing factors, and agreed action plans to address gap.

Stewardship & Governance

Track and monitor delivery of action plans from MIR sessions.

Hold teams accountable for quality data entry & timely completion of remediation activities.

Escalate risks and delays to leadership when necessary. Influence prioritization of fixes based on business impact and risk.

Assess effectiveness of implemented solutions and propose improvements to strengthen resilience.

Insights & Trend Analysis

Leverage data analytics and visualization tools (Power BI, Tableau) to uncover patterns, systemic weaknesses and emerging risks.

Prepare dashboards and reports that transform raw data into actionable insights for leadership.

Present findings and recommendations to leadership and technical teams at global forums to influence corporate reliability strategy.

Drive significant corporate wide reliability initiatives.

Continuous Improvement Advocacy

Promote best practices and lessons learned across teams and regions, fostering a culture of resilience.

Encourage forward-thinking solutions and process improvements that prevent recurrence and modernize reliability practices.

Partner with tech teams to explore automation and proactive monitoring opportunities.

Continuously refine the MIR process for efficiency and impact.

3.Primary skill set :-

Experience in operation IT incident/problem management

Strong analytical and problem solving skills; knowledge of how to leverage large amounts of data and technology

Knowledge of compute environments including Server, Backup, Storage, and Network