Major Incident Manager (MIM)

The Major Incident Manager (MIM) is responsible for the end-to end management of critical (P1/P0)
network and infrastructure incidents impacting business services. This role will lead technical recovery
efforts for network-related outages, drive rapid service restoration, coordinate cross-functional resolver
teams, and provide executive-level communications during high-severity incidents.

The ideal candidate will possess strong networking expertise, understand complex infrastructure
dependencies, and be capable of driving resolution under high-pressure situations while maintaining
command and control of incident bridges.

Major skills required:

5+ years of IT Infrastructure experience.

Strong practical knowledge of enterprise networking concepts and troubleshooting methodologies.

Proven experience managing high severity outages involving WAN, Internet, Data Center, Cloud,
Security, and Voice services.

ITIL v3/v4 Foundation Certification (mandatory).

Exceptional stakeholder management and communication skills.

Ability to maintain composure and lead crisis situations across global teams.

Strong analytical and critical-thinking skills with a focus on rapid service restoration.