Major Incident Manager

Position Title: Major Incident Manager
Position Type: Regular - Full-Time
Position Location: New Delhi
Requisition ID: 31788
JOB PURPOSE:
As the Major Incident Manager will be responsible for overseeing the McCain's major incident management process in the global technology, ensuring timely and effective response to significant disruptions or infrastructure incidents that impact business operations. Major incidents including and not limited to infrastructure, network, cloud and on-premise applications.
KEY RESPONSIBILITIES:

• Lead the McCain's major incident management process, including the identification, assessment, and resolution of significant disruptions or incidents affecting business operations.
• Establish and maintain predefined criteria and procedures for categorizing and prioritizing major incidents based on severity, impact, and urgency.
• Coordinate cross-functional response efforts during major incidents, working closely with internal teams, external vendors, and stakeholders to minimize downtime and restore services expeditiously.
• Serve as the primary point of contact and escalation for major incidents, providing regular updates and communication to stakeholders, including senior management, customers, and regulatory authorities.
• Conduct post-incident reviews and analysis to identify root causes, lessons learned, and opportunities for improvement in incident response procedures.
• Develop and maintain relationships with key stakeholders, including I&O teams, business units, and external partners, to facilitate effective incident response and resolution.
• Implement and maintain robust monitoring and alerting systems to proactively identify potential issues and mitigate risks before they escalate into major incidents.
• Provide guidance and support to incident response teams, including training, coaching, and knowledge sharing, to enhance their effectiveness and efficiency in managing major incidents.
• Participate in the development and implementation of business continuity and disaster recovery plans to ensure the organization's ability to respond to and recover from major incidents.

KEY QUALIFICATION & EXPERIENCES:

• Bachelor's degree in computer science, information technology, or a related field.
• 12+ years of IT Operations experience, minimum 5+ years of experience in incident management, and major incident management, in a complex environment in any global organization.
• Strong technical expertise in areas of IT infrastructure, networking, security and applications support.
• Excellent communication and interpersonal skills, with the ability to effectively interact with stakeholders at all levels of the organization. Proven leadership and decision-making skills, with the ability to remain calm under pressure and make effective decisions in high-stress situations.
• Relevant industry certifications (e.g., ITIL, PMP, CISSP) are a plus.

McCain Foods is an equal opportunity employer. We see value in ensuring we have a diverse, antiracist, inclusive, merit-based, and equitable workplace. As a global family-owned company we are proud to reflect the diverse communities around the world in which we live and work. We recognize that diversity drives our creativity, resilience, and success and makes our business stronger.
McCain is an accessible employer. If you require an accommodation throughout the recruitment process (including alternate formats of materials or accessible meeting rooms), please let us know and we will work with you to meet your needs.
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Job Family: Information Technology
Division: Global Technology
Department: I and O Project Delivery
Location(s): IN - India : National Capital Territory : New Delhi
Company: McCain Foods(India) P Ltd