Global Crisis Incident Manager

Job Description

• We are seeking a Global Crisis Incident Manager to lead the response and resolution of high impact business critical incidents and escalations across a global landscape As a key member of our specialist team you will take charge of major incident management driving coordination across technical and operational teams restoring service within defined SLAs and ensuring timely and effective communication to stakeholders at all levels of the business
• Key Responsibilities
• Participate in a 24x7 global incident management rotation including afterhours and on call coverage as needed
• Own the end to end lifecycle of major and crisis incidents from initiation through containment and mitigation ensuring timely resolution or implementation of effective workarounds
• Act as the central point of coordination for Severity 1 and Crisis incidents ensuring correct ownership by resolver groups and timely resolution
• Lead cross functional collaboration with engineering teams Operations Command Center Service Desk and other key stakeholders to drive incident response and service restoration
• Command largescale or complex incidents focusing on containment and eviction strategies to protect business critical services
• Develop and drive execution of detailed containment and business continuity plans leveraging automation and scalable response capabilities
• Provide verbal and written executive level briefings on incident status containment progress and mitigation efforts
• Maintain UpToDate knowledge of mitigation steps across asset types and contribute to self-service playbooks for engineering teams
• Maintain and continuously improve inventory of containment and business continuity capabilities
• Apply systems thinking to reduce response time increase process efficiency and minimize operational overhead
• Develop lean business cases to support prioritization of incident related engineering initiatives and tooling investments
• Serve as the business stakeholder for engineering efforts related to incident tooling automation and operationalization
• Conduct and lead post incident reviews such as live site or major incident reviews ensuring accurate documentation and identification of areas for improvement
• Drive continuous improvement of incident management processes tools and response strategies
• Collaborate with engineering teams to understand their tools and systems ensuring an informed response during incidents
• Manage incident tickets provide timely stakeholder updates resolution plans and expected timelines
• Ensure vendor adherence to KPIs through quality checks and performance reporting
• Lead escalation management and support inquiries related to the incident or major incident process
• Support root cause analysis RCA efforts and ensure compliance with security regulatory and quality standards

Professional Experience

• Minimum of 4 years of experience in incident management crisis response or related areas within fast paced environments
• Proven track record in managing high severity incidents and coordinating cross functional teams to resolution

Technical Skills

• Strong understanding of IT systems applications and infrastructure
• Familiarity with incident management tools and methodologies

Soft Skills

• Excellent leadership and managerial abilities to effectively coordinate diverse teams
• Strong analytical and problem solving skills to assess situations and determine appropriate responses
• Exceptional communication skills for clear and concise stakeholder updates
• Ability to perform under pressure and manage multiple incidents simultaneously

Qualifications

Educational Background

• Bachelors degree in Information Technology Computer Science Business or a related field
• A Masters degree in fields such as Risk Management Emergency Response or Business Continuity is advantageous

Certifications

• ITIL Information Technology Infrastructure Library certification is highly desirable
• Certifications in Incident Management Crisis Management or Project Management are beneficial

Additional Qualifications

• Experience with continuous improvement processes and analytical methodologies
• Familiarity with risk crisis management and business continuity platforms
• Security risk management industry certifications e.g. ASIS CPP CSMP are a plus