As Global IT Incident Manager, you’ll be responsible for owning and continuously improving global Incident Management and Major Incident Management (MIM) processes. Your focus will be on ensuring fast, coordinated, and effective resolution of IT incidents minimizing disruption to business operations across regions, teams, and external partners.

This role does not cover day-to-day cybersecurity incident handling unless an incident escalates to a major business impact.

WHAT YOU WILL DO

•  Lead and coordinate responses to global IT incidents, including collaboration with third-party providers
• Drive continuous improvement of Incident & Major Incident Management processes
• Analyze incident data, trends, and root causes to identify improvement opportunities
• Establish and maintain best practices and standards for incident management
• Train and enable IT teams to work effectively with IM & MIM processes
• Ensure Major Incident processes, on-call rotas, and tools are in place and operational
• Actively participate in the global Major Incident Management team
• Monitor SLA compliance and service quality from external vendors
• Lead post-incident reviews and communicate outcomes to key stakeholders
• Provide clear status updates and manage escalations to senior leadership

CANDIDATE PROFILE

• Extensive experience leading and working with IT Incident Management
•  Experience managing Major IT Incidents
• Background in managing or operating within IT organizations

Nice to have:

• Knowledge of ServiceNow and Microsoft technologies
• Understanding of IT infrastructure and/or application management

You’ll thrive in this role if you:

• Communicate clearly and confidently, especially under pressure
• Lead decisively during crises and high-stress situations
• Are comfortable working across global teams and cultures
• Have strong professional English skills

BENEFITS

• Competitive salary and performance-based bonuses
• Flexible working hours and support for remote work
• Professional development opportunities, including training and certifications
• Exposure to global projects and collaboration with international teams

GET IN TOUCH WITH US

Apply or reach out to learn more.