Job Description

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