Major Incident Manager

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Ernst & Young
Job Description
Job Title:
Major Incident Manager / Outage Manager
Location: Kochi/Manila – Work from office only    Job Rank (must note a single rank only for each job description):
Assistant Director
Function:
Enterprise Technology    Scope (indicate either “global/cross-border” or “local/country”):
Global
Sub Function:
ET Service Management    Reports to (Job Title):
Global Lead for Major Incident Management

Job Summary:
(Briefly describe the main objectives and purpose of the job. Why does the job exist? What is it expected to accomplish?)
The Major Incident Manager / Outage Manager is a critical role responsible for managing and resolving high-impact incidents that affect the services and operations of our organization. The individual in this position will be expected to lead and coordinate the response to major incidents, ensuring minimal disruption to business operations and maintaining communication with all stakeholders throughout the incident lifecycle. The ideal candidate will have a strong background in IT service management, exceptional problem-solving skills, and the ability to work under pressure. The Major Incident Manager / Outage Manager is a vital role that requires a dedicated professional capable of navigating high-stress situations and delivering results. If you have the experience, skills, and certifications required, and are ready to take on this challenging yet rewarding position, we encourage you to apply.
Key Job Requirements:
•    Lead the process of incident management from detection to resolution and post-incident review.
•    Coordinate with IT teams, business units, and external vendors to manage major incidents effectively.
•    Communicate effectively with all levels of management and stakeholders during major incidents.
•    Write high quality incident/outage communications with zero defect.
•    Ensure that all incidents are logged, tracked, and documented in accordance with EY’s Incident Management policies and procedures.
•    Develop and maintain the Major Incident Management Plan and ensure it is followed during incidents.
•    Conduct post-incident analysis to identify root causes and prevent future occurrences.
•    Excellent collaborator with people at all levels to solve high impact incidents within agreed SLA for Major Incidents.
•    Ability to escalate and engage support resources based on established EY’s Major Incident Management process.

Knowledge and Skills Requirements:
(Describe the knowledge or skills needed to perform this job; these may be technical, managerial or behavioral in nature.)
•    A minimum of 10+ years of industry experience in a Major Incident Management or Outage Management role.
•    Strong understanding of IT Service Management (ITSM) principles and practices.
•    Proven track record of successfully managing and resolving major incidents in a complex IT environment.
•    Excellent communication, leadership, and interpersonal skills.
•    Ability to analyze complex situations and make sound decisions quickly.
•    Knowledge of IT infrastructure, networking, and application systems.
•    Familiarity with ITIL processes and best practices.
•    Good understanding of ServiceNow Incident and Major Incident Management module.

Supervision Responsibilities:
(Describe the level of supervision received (i.e., the frequency of supervisory contact, degree to which the individual acts independently and on what kinds of issues). Describe the level of supervision of others, if any (i.e., assigning work, reviewing performance, direct or indirect responsibility).
•    No direct supervision responsibilities, but demonstrable ability to lead bridge calls related to high-impact incidents and collaborate with stakeholders at all levels, with the aim of restoring services as soon as possible.
Other Requirements:
(Describe other functions or expectations of the job such as whether overtime is regularly required (e.g., during busy season?), whether there are particular times of the year that vacation may not be taken, whether there is frequent travel, whether there are any physical requirements beyond those expected in a normal office environment or any other miscellaneous things about the job that should be made known.)
•    Mandatory qualifying criterion: Candidates must be willing and able to work in a 24x7 rotating shift model, including night shifts, weekends, and public holidays.
•    This is a Kochi-based role and requires working from the office only.
•    Willingness to be on-call to respond to high-priority incidents as they occur.
Job Requirements:
Education:
(What is the minimum level of education needed/suggested to perform this job?)
•    Bachelor’s degree in Computer Science, Information Technology, or a related field.
Experience:
(What is the minimum number of years needed/suggested to perform this job?)
•    At least 10 years of relevant experience in Major Incident Management or a similar role within the IT industry.
Certification Requirements:
(Describe and explain any certifications and/or licenses needed or helpful to perform this job.)
•    ITIL Foundation certification required; intermediate ITIL certification preferred.
Note: This job description is intended as a guide to reflect the principal functions of the job. However, it is not an all-inclusive listing of the required job functions, and functions may vary depending on the particular geographic location of the job and/or the manager. Further, the job description is subject to change at the discretion of management.

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