Major Incident Management Process Lead

Title :Major Incident Management Process Lead

Work Level:  2C

Reports to: John Hudson

Location: India

PURPOSE OF THE ROLE

To co-ordinate and lead the response to major IT & Cyber incidents - those that cause significant disruption to services, impact large numbers of users, or pose serious risks to business continuity. Governs a process to restore normal service operation as quickly as possible while minimising the impact on the business.

WHAT WILL YOUR MAIN RESPONSIBILITIES BE

• Process Ownership & Governance

• Govern a joint operations Major Incident Management (MIM) process, between Tech & Cyber ensuring it aligns with ITIL/Cyber best practices and organisational needs. Providing a 365 24/7 service.
• Define and enforce process standards, policies, and procedures.
• Ensure compliance with regulatory and audit requirements related to incident handling.

• Continuous Improvement

• Identify opportunities to optimise the MIM process through metrics, feedback, and post-incident reviews.
• Lead initiatives to improve response times, communication flows, and resolution effectiveness.
• Collaborate with Problem Management and Service Improvement teams to address recurring issues.

• Stakeholder Engagement

• Own the primary liaison function between technical teams, CDIOs & business units, In-Market teams, and leadership during major incidents.
• Ensure stakeholders are informed and engaged throughout the incident lifecycle.
• Facilitate post-incident reviews with relevant parties to capture lessons learned and drive accountability.

• Training & Awareness

• Develop and deliver training programs for incident responders and stakeholders.
• Promote awareness of the MIM process across the organisation to ensure consistent understanding and execution.

• Tooling & Automation

• Work with ITSM platform owners to ensure the incident management tools support the process effectively.
• Drive automation and integration of alerting, escalation, and reporting mechanisms.

• Performance Monitoring & Reporting

• Define and track KPIs & SLAs related to major incident handling (e.g., time to resolution, number of incidents, stakeholder satisfaction).
• Produce regular reports & dashboards for leadership and service owners.
• Use data to identify trends and inform strategic decisions.

• Crisis Management Support

• Support or lead joint crisis response efforts between Tech & Cyber (e.g., cyberattacks, data breaches, major operational issues).

Ensure alignment with Business Continuity and Disaster Recovery plans

EXPERIENCES & QUALIFICATIONS

• 5-10+ years’ experience in IT operations, service management, or cybersecurity roles – ITIL v4 & Cyber certification (e.g., GCIH) desirable.
• Understanding of IT & Cyber operation and incident response frameworks 
• Proven track record of managing major incidents in enterprise environments.
• Experience of leading global virtual teams and communicating with, and managing, senior stakeholders

KEY INTERACTIONS

• Tech & Cyber leadership
• IT Service Owners, Product Owners, Family/Domain Owners
• Cyber Security Operations & Response teams
• Vendors & technical teams
• CDIOs and In-Market teams
• Partner ITSM teams