Major Incident Co-ordinator

We're looking for an experienced Infrastructure professional to manage critical incidents, drive root cause analysis, and ensure SLA compliance across our Keyloop infrastructure and cloud services. You'll be the central point for escalations, working with teams to resolve issues and prevent future incidents. 

Key Responsibilities

Incident  Management 

• Oversee all Major and critical incidents, ensuring SLA compliance 

• Own and manage business-critical escalations and communication to all management levels 

• Take full ownership of issues from identification through resolution 

• Liaise with partners and suppliers, providing regular proactive updates 

Root Cause Analysis & Improvement 

• Lead RCA for all major incidents within Keyloop and 3rd Party providers 

• Identify trends and patterns to prevent recurring issues 

• Document learnings and share knowledge across teams 

• Drive continuous improvement initiatives 

Reporting & Communication 

• Create and maintain operational dashboards for real-time monitoring 

• Prepare executive summaries for senior management 

• Use automation tools (Copilot, etc.) to summarize meetings and generate reports 

• Provide clear communication to both technical and non-technical stakeholders 

System Management 

• Manage incidents and workflows using Jira and Jira Service Management (JSM) 

• Keep all systems updated with current status and actions 

• Monitor for fraudulent activity and raise security incidents as needed 

Required Qualifications

Experience 

• Minimum of 5+ years in IT, Infrastructure and Cloud Services 

• Strong Working knowledge with:  Application integration, AWS and other Cloud Services, Middleware, Data Centres, Networks, Compute and Databases  

Technical Skills 

• Advanced proficiency in Jira and Jira Service Management 

• Dashboard creation and metrics analysis 

• Automation tools and AI assistants (Copilot) 

• ITIL framework and incident management best practices 

Essential Skills

• Excellent written and verbal communication 

• Ability to translate complex technical issues into clear executive summaries 

• Strong problem-solving and analytical skills 

• Calm under pressure during high-level escalations 

• Diplomatic and professional manner 

• Time management with ability to handle multiple priorities 

• "Can do" attitude with hands-on approach