Major Incident Management Specialist (System Administrator)

About the role

We are looking for a seasoned Major Incident Management Specialist who will also serve as a System Administrator. The role focuses on leading rapid incident resolution, ensuring clear communication, and driving continuous improvement in our IT operations.

Key responsibilities

• Lead and coordinate major incident resolution calls, acting as the primary point of contact.
• Document discussions, actions, and decisions in real time during incident calls.
• Provide timely incident updates to executives, technical teams, and other stakeholders.
• Facilitate post‑incident review meetings, capture lessons learned, and recommend process enhancements.
• Track, analyze, and report incident metrics, trends, and outcomes to management.
• Maintain and update incident communication templates and protocols.
• Collaborate with technical teams to prioritize and resolve incidents efficiently.
• Ensure all incident documentation and logs are detailed, organized, and accessible.

Required profile

• Minimum 7 years of experience in major incident management.
• Strong knowledge of ITIL best practices.
• Excellent written and verbal communication skills.
• Strong organizational abilities and attention to detail.

Required skills

• ITIL

What we offer

• Opportunity to work with a dynamic IT team.
• Exposure to high‑impact incident management processes.
• Professional development and continuous improvement initiatives.