Lead Major Incident Manager

Job Title: Lead Major Incident Manager

Years Of Experience: 10 -13 Years

Role Overview: 

OTIS is seeking a Lead Major Incident Manager responsible for leading the Major Incident Management Team. This role is responsible to effectively manage and resolve major incidents minimizing the business impact and ensuring service restoration within agreed service level targets. This role also involves performing incident management tasks and driving continuous improvement in incident management processes and procedures. This individual will be tasked with evaluating the current landscape while working with their internal parties as well as outsourcing partners to execute operational services, establish operational process and governance with a focus on incident. They will also be representing the operational process to all stakeholders, reporting on performance, and developing recommendations for continual service improvement, in addition to maintaining the team’s 24/7 support model

On a typical day you will: 

• Primary point of contact and escalation for Major Incident Management (MIM), coordinating and leading the team in incident resolution
• Perform incident management tasks, including incident identification, logging, categorization, prioritization, and initial diagnosis
• Analyze incident trends and patterns to identify areas for improvement and drive proactive measures to prevent future major incidents
• Collaborate with stakeholders to ensure timely communication and updates throughout the incident lifecycle
• Lead post-incident reviews to identify root causes, lessons learned, and opportunities for improvement in incident management processes
• Leads the development of procedures, work instructions, and templates to support execution
• Ensure incident quality is accurate, detailed and all relevant information is documented
• Escalate unresolved issues through escalation channel
• Leverage's knowledge and best practice experience to identify and champion recommendations for improvements opportunities within the incident process area
• Ensures compliance with Otis’s standards and policies
• Leads analysis, evaluation, and assessment of the incident management team and objectives
• Drive measurable improvements in customer satisfaction and operational efficiency
• Demonstrated leadership and experience managing operations in a high-pressure, 24x7 global environment with multiple partners
• Define, measure and support operational metrics for internal SLA, such as availability, performance and mean time to recover (MTTR)

What You Will Need to be Successful: 

• Bachelor’s Degree and 10+ years of related work experience.
• Experience in Major Incident Support.
• ITIL certification and training with Advanced ITIL certifications a plus
• Proven experience in using ITIL Framework methodologies within a complex IT environment
• Strong vendor management and experience in an onshore/offshore operational model
• Excellent communication and leadership skills to effectively coordinate and lead the incident management team and present technical details to a non-technical audience
• Ability to manage competing priorities and coordinate cross-functional teams to meet incident schedules and milestones in high-pressure situations
• Ability to analyze incident data to identify trends and opportunities for process improvement
• International Customer Service experience preferred
• Working knowledge with ServiceNow, Problem Management and Change Management preferred