Major Incident Manager

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Requirements:

• Has excellent verbal and written communication skills both with technical and non-technical stakeholders
• Excellent analytical skills to diagnose and help resolving complex incidents
• Is self-driven and able to work with no/limited supervision
• Has Strong attention to detail
• Has strong analytical and problem-solving skills
• Able to work under the time pressure
• Fluent communication skills in English

Responsibilities:

• Serve as the primary point of contact during major incidents, ensuring timely and clear communication
• Identification and assessment of major incidents within a cloud environment
• Conduct initial analysis to determine potential root causes using monitoring tools and logs
• Assess the impact of incidents on business operations, users, and services
• Develop and implement a communication plan, providing regular updates to stakeholders
• Manage the escalation process, involving appropriate technical teams and management
• Coordinate with third-party vendors or cloud service providers when necessary
• Oversee the execution of the resolution plan, ensuring that all resources are effectively utilized
• Implement workarounds if needed and monitor the progress towards full resolution
• Document the incident, including the cause, resolution steps, and lessons learned
• Schedule and lead post-incident reviews to identify improvement opportunities
• Contribute to refining the incident management process based on feedback and analysis
• Stay updated on best practices in cloud incident management and incorporate them into the process
• Contribution to GCOC development and continuous improvement by sharing practices and technical knowledge