We’re looking for an experienced IT Major Incident Manager to join the Infrastructure & Operations Quality Management team.

In this role, you’ll coordinate the response to major IT incidents—those with a significant business impact—ensuring fast recovery, effective stakeholder communication, and root-cause follow-up.

You’ll work closely with infrastructure, operations, and development teams to restore service continuity as quickly as possible while maintaining transparent communication with management and business users.

What You’ll Do

• Act as the single point of contact for critical incidents, coordinating technical and operational stakeholders.
• Lead the end-to-end incident management process — from detection to resolution and post-incident review.
• Conduct a preliminary technical assessment by correlating monitoring data and system alerts.
• Drive impact analysis and mitigation strategies with subject matter experts.
• Ensure timely and clear communication across all involved parties, including management and business representatives.
• Oversee real-time action plans, tracking progress until resolution.
• Document all incidents and collaborate with the Problem Management team to ensure proper handover.
• Participate in continuous improvement of the major incident management process.
• Be available for on-call support during off-hours in case of critical situations.