Critical Incident Manager

About the role

This role serves as the command center during critical outages, ensuring rapid service restoration, effective stakeholder communication, and minimal business disruption. The ideal candidate will possess a strong understanding of EUC technologies, IT infrastructure, workplace services, and Major Incident Management processes.

What you'll do

• Lead and manage Major Incidents impacting End User Computing services, ensuring rapid restoration of business-critical services
• Serve as the central point of coordination during Priority 1 (P1) and Priority 2 (P2) incidents
• Assess incident severity, business impact, and urgency to drive appropriate response actions
• Coordinate technical teams, service providers, and stakeholders throughout the incident lifecycle
• Ensure incidents are identified, logged, categorized, prioritized, escalated, and resolved in accordance with defined SLAs

What you need

• 5–6 yrs of experience
• Active Directory
• Office 365
• Windows
• Intune
• ITIL
• VMware
• Any graduate

Good to have

• ServiceNow
• Incident response
• Azure
• Root cause analysis
• IAM