The Senior Major Incident Manager is the primary contact during major incidents, coordinating with IT teams, business units, and vendors to restore services swiftly.
Responsibilities include leading incident resolution, ensuring proper documentation, and managing communication with stakeholders, including providing updates and post-incident reports.
The role involves escalating issues, making critical decisions, and driving the incident resolution process to minimize impact.
Additionally, the manager identifies process improvements, ensures policy compliance, and conducts reviews to detect trends.
Leading root cause analysis and collaborating with problem management teams, they aim to prevent future incidents through corrective actions and continuous process enhancement.