Job Description

Key Responsibilities

1. Incident Command & Response Facilitation

• Rapidly declare, activate, and coordinate Critical Situation (CritSit) / Major Incident Management (MIM) protocols upon detection or escalation of P1/P2 incidents.
• Establish and drive virtual technical command bridges (War Rooms) with cross-functional technical teams, vendor support, and regional IT leads.
• Enforce rigorous Incident Command Structure principles to reduce Mean Time to Restore (MTTR) for critical systems and business-critical applications.
• Triage, assess business impact, and prioritize technical restoration efforts across multi-cloud, infrastructure, enterprise systems (ERP/CRM), and network environments.

2. Crisis Communication & Stakeholder Management

• Draft and disseminate clear, accurate, and timely executive incident notifications, status updates, and flash reports to C-suite executives, Group ICT leadership, and affected business units.
• Translate complex technical updates from engineering teams into clear, actionable, non-technical executive briefs.
• Serve as the single point of contact (SPOC) for operational status during major active incidents.

3. Problem Management & Post-Incident Review (PIR)

• Facilitate thorough Post-Incident Reviews (PIR) and Root Cause Analysis (RCA) sessions with technical leads, enterprise architects, and service owners post-resolution.
• Ensure formal RCA reports are completed, validated, and archived within agreed Service Level Agreements (SLAs).
• Track and drive the execution of corrective and preventative action items across Group ICT to eliminate recurring incidents.

4. Operational Readiness & Continuous Improvement

• Assist in defining, refining, and testing ICT Crisis Management, Disaster Recovery (DR), and Business Continuity Plan (BCP) runbooks.
• Track critical incident metrics, key performance indicators (KPIs), and operational trends to produce weekly/monthly analytical reports for ICT governance forums.
• Conduct regular simulation exercises, war game scenarios, and operational readiness drills across Group ICT teams.

Qualifications & Experience

• • Education: Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related field.
  • Experience: 3–5 years of hands-on experience in IT operations, IT Service Management (ITSM), system administration, or critical incident command within enterprise environments or conglomerate group structures.
  • Certifications (Preferred):ITIL v3 / v4 Foundation or Intermediate (Service Operations / Continual Service Improvement).Certified Incident Manager / Crisis Management certifications are a strong plus.