Job Description
Key Responsibilities
1. Incident Command & Response Facilitation
- Rapidly declare, activate, and coordinate Critical Situation (CritSit) / Major Incident Management (MIM) protocols upon detection or escalation of P1/P2 incidents.
- Establish and drive virtual technical command bridges (War Rooms) with cross-functional technical teams, vendor support, and regional IT leads.
- Enforce rigorous Incident Command Structure principles to reduce Mean Time to Restore (MTTR) for critical systems and business-critical applications.
- Triage, assess business impact, and prioritize technical restoration efforts across multi-cloud, infrastructure, enterprise systems (ERP/CRM), and network environments.
2. Crisis Communication & Stakeholder Management
- Draft and disseminate clear, accurate, and timely executive incident notifications, status updates, and flash reports to C-suite executives, Group ICT leadership, and affected business units.
- Translate complex technical updates from engineering teams into clear, actionable, non-technical executive briefs.
- Serve as the single point of contact (SPOC) for operational status during major active incidents.
3. Problem Management & Post-Incident Review (PIR)
- Facilitate thorough Post-Incident Reviews (PIR) and Root Cause Analysis (RCA) sessions with technical leads, enterprise architects, and service owners post-resolution.
- Ensure formal RCA reports are completed, validated, and archived within agreed Service Level Agreements (SLAs).
- Track and drive the execution of corrective and preventative action items across Group ICT to eliminate recurring incidents.
4. Operational Readiness & Continuous Improvement
- Assist in defining, refining, and testing ICT Crisis Management, Disaster Recovery (DR), and Business Continuity Plan (BCP) runbooks.
- Track critical incident metrics, key performance indicators (KPIs), and operational trends to produce weekly/monthly analytical reports for ICT governance forums.
- Conduct regular simulation exercises, war game scenarios, and operational readiness drills across Group ICT teams.
Qualifications & Experience
- Education: Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related field.
- Experience: 3–5 years of hands-on experience in IT operations, IT Service Management (ITSM), system administration, or critical incident command within enterprise environments or conglomerate group structures.
- Certifications (Preferred):ITIL v3 / v4 Foundation or Intermediate (Service Operations / Continual Service Improvement).Certified Incident Manager / Crisis Management certifications are a strong plus.
