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Key Responsibilities:
Incident Ownership and Triage:
- Assume ownership of declared Major Incidents as assigned by the Incident Commander or outlined by process.
- Validate the impact and urgency of the incident, confirming its Major Incident status in conjunction with established criteria
Technical Resolution Orchestration:
- Assemble and lead dedicated technical resolution teams, bringing together the right Subject Matter Experts (SMEs) from various domains (e.g., infrastructure, application, database, security, developers).
- Facilitate dynamic and focused technical bridge calls, ensuring structured troubleshooting, hypothesis testing, and action planning.
- Drive the technical investigation, diagnosis, and resolution of the incident, ensuring all activities are geared towards swift service restoration.
- Identify and implement workarounds to minimize business impact while a permanent fix is being developed.
Communication and Reporting (Tactical & Operational):
- Provide clear, concise, and timely technical status updates, progress reports, and impact assessments to the Incident Commander or Executive Leadership
- Ensure effective communication and information sharing within the technical resolution teams and with directly impacted service owners.
- Maintain accurate and comprehensive incident logs, documenting all actions taken, decisions made, and timelines.
Escalation Management (Technical & Resource):
- Identify and escalate technical roadblocks, resource constraints, or critical decision points to the Incident Commander in a timely manner.
- Engage additional technical support tiers or vendor support as necessary, with approval/guidance from the Incident Commander if required.
Process Adherence and Documentation:
- Ensure adherence to the organization's Major Incident Management process and procedures.
- Document the incident timeline, key findings, and resolution steps.
- Contribute to Post Incident Reviews (PIRs) by providing detailed technical information and insights from the incident.
- Contributing to the overall improvement of IT infrastructure and services
Problem Management Interface:
- Identify potential underlying problems contributing to the Major Incident and ensure they are logged for Problem Management investigation post-resolution.
- Root cause analysis: Identifying the underlying causes of recurring or major incidents during post mortem review
As the Major Incident Manager, he/she will be the chief tactical officer for any major incident or executive escalated concern. While the Incident Commander provides strategic oversight, sets overall priorities, and manages executive communication, the MIM:
Executes the Resolution Strategy: Takes the Incident Commander's strategic direction and translates it into actionable technical plans and activities.
Manages the Technical Front Line: Directly leads and coordinates the SMEs and technical teams actively working to resolve the issue. They are "in the weeds" ensuring the technical work gets done efficiently.
Feeds Information Upwards: Acts as the primary source of detailed technical information, progress updates, and emerging technical challenges for the Incident Commander.
Focuses on a Single Incident: Typically, an MIM is dedicated to a single Major Incident at a time, allowing for deep focus, whereas an Incident Commander might oversee multiple concurrent Major Incidents (each with their own MIM) or a very large, complex one.
Makes Tactical Decisions: Makes decisions regarding specific troubleshooting paths, technical changes (within approved frameworks), and immediate resource needs for their incident, escalating strategic decisions or broader resource conflicts to the IC.
Is the "Technical Conductor": While the IC is the overall "Orchestra Conductor," the MIM is like the "First Violin" or "Section Leader," guiding a specific group of highly skilled technical players to perform their part in resolving the symphony of chaos that is a Major Incident.
What We Offer
Opportunity for career growth and development in the #1 FinTech company in the country Working with a dynamic and highly collaborative team who want to change the game A company that values their people with highly competitive and flexible compensation and benefits package