Your responsibilities:
- Lead the response to P1 / high‑severity incidents.
- Bring together cross‑functional technical teams to diagnose and resolve issues.
- Ensure the incident is worked on 24/7 until resolved, if required.
2. Communication & Stakeholder Management
- Send comms (text and email) to all the stakeholders within 15mins – 20mins.
- Provide timely updates to leadership, business owners, and customers.
- Document timeline, progress, risks, and expected resolution times.
3. Root Cause & Post‑Incident Activities
- Ensure incident reports (RCA / PIR) are created.
- Facilitate deep‑dive reviews to identify root cause and preventive actions.
- Track follow‑up actions with respective teams.
4. Process Governance
- Maintain and improve the Major Incident Management (MIM) process.
- Work closely with Problem, Change, and Service Desk teams.
- Monitor SLAs and KPIs (MTTR, number of P1s, etc.).
- Drive initiatives to reduce repeat incidents.
- Analyze incident trends to improve service reliability.
Change Analyst:
- Review of all changes on a daily basis, ensuring high quality and completeness of changes by coordinating with the requestor and technical SMEs.
Your Profile
Strong technical understanding of IT infrastructure and applications.
- Excellent communication and stakeholder management.
- Ability to stay calm under pressure.
- Analytical thinking and problem‑solving mindset.
- Experience with ITIL frameworks (especially Incident, Problem, Change).
Essential skills/knowledge/experience:
- Have worked as Major Incident manager for atleast 6-10 yrs.
- Knowledge of other ITIL processes like Change management, Problem management etc
- Flexible to perform change manager/ analyst role incase of no Major Incidents during the shift.
- Typing speed of atleast 45 WPM
- Good in process documentation
- Good understanding of IT infrastructure and Applications
- Excellent communication skills (Written and verbal)
- Ability to work under pressure in a highly demanding environment.
- Expertise in ServiceNow and MIM workbench
- Knowledge of Problem Management, BCP/DR, Reporting, Availability, Capacity, Continual service improvement
Major Incident Manager in Wokingham employer: Gazelle Global
At Gazelle Global, we pride ourselves on being an exceptional employer that fosters a collaborative and innovative work culture. Our team members benefit from extensive professional development opportunities, competitive compensation, and the chance to lead transformative projects in a dynamic environment. Located in a vibrant area, we offer a unique blend of work-life balance and career growth, making us an ideal choice for those seeking meaningful and rewarding employment.
