Senior Major Incident Manager - ITIL

Senior Major Incident Manager - ITIL

Crisis Commander: Major Incident Manager Role Available!

There's no secret to become number-one, it takes willingness to improve and determination to pursue it. At GRiT®, it's all about the journey getting there. We trust talent and intelligence are important, yet passion and perseverance are key to achieving any goal.

We are Tech Passionate People with a Purpose, delivering solutions while building strong long-term relations.

Recognizing each person's unique contribution to our collective success, we embrace inclusion and diversity, committed to creating a respectful and socially responsible environment.

People. Technology. Innovation. All-around it.

Are you GRiTTY enough to be part of our journey? Take the first step by applying now and let's create our future together. 

Job Description: Senior Major Incident Manager role within critical environments. End-to-end coordination of major incidents, war room facilitation, escalation and stakeholder communication, backed by SLA and KPI reporting and root cause analysis feeding Problem Management.

Must-Have:

• Senior profile with 6+ years in IT Service Management, including 3+ years dedicated to incident and major incident management
• Proven experience coordinating Major Incidents end-to-end, including war room facilitation
• Solid command of ITIL v3 or v4 and ITSM practices, with ITIL certification, Foundation at minimum
• SLA and KPI management, from definition and monitoring to dashboards, reporting and action on deviations
• Ability to coordinate cross-functional technical teams under pressure, managing priorities in real time
• Clear communication tailored to technical and business audiences, including stakeholder management and escalation mechanisms
• Critical analysis of recurring incidents, including Root Cause Analysis, trend identification and handover to Problem Management
• Experience in IT Service Management for 24/7 operations or critical services, with availability to coordinate crisis situations
• Knowledge of incident governance models and reporting cadence towards management and business
• Composed leadership and resilience under pressure, sense of urgency, sound decisions with incomplete information and rigorous follow-up until action closure

Would be great if you have:

• ITIL Intermediate or Managing Professional certification
• Working interface with adjacent ITIL practices, including Problem, Change & Release, Event Management and Service Desk
• Functional lead role over a compact operations team
• Hands-on experience with ITSM tools such as ServiceNow, Remedy or Jira Service Management, or equivalent
• Tangible track record in continuous improvement efforts, such as process refinement, communication models, reporting and escalation runbooks
• Knowledge of the banking domain and mission-critical, high-availability environments

What's in it for you:

• Continuous Training and Certifications
• GRiT Prizes: GRiT Baby Gift, GRiT Birthday Prize, GRiT Recommendation Prize
• Exclusive Partnerships/Discounts: (Gym, Health, Well-being, Lifestyle, Financial, etc…)
• Unique Events
• Welcoming Office (Fruit, Coffee, Pool Table, etc.)
• Competitive Compensation
• Pay for Performance

#TechWithPassion - Fuel your fire, join our tech tribe! 

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