Process Lead
Role Overview
The Major Incident Manager (MIM) is a key member of the Critical Resolution Centre (CRC), responsible for leading and coordinating the resolution of high‑priority and business‑critical incidents. This role requires swift action, strong decision‑making, and effective communication to minimize impact on services and ensure timely resolution. The MIM acts as a central point of coordination, working closely with technical teams, stakeholders, and senior leadership to restore service efficiently while maintaining composure under pressure.
Key Responsibilities
Incident Management
Lead the resolution of major incidents, ensuring prompt action and adherence to established processes. Coordinate with technical and operational teams to identify root causes and implement resolution strategies. Escalate incidents appropriately and engage required stakeholders to facilitate resolution.