Major Incident Manager (MIM) – Job Description Role Purpose Lead the end-to-end Major Incident Management process to restore critical IT services as quickly as possible, minimize business impact, coordinate technical teams, and ensure effective communication with business and leadership stakeholders. Key Responsibilities Incident Management Review and assess critical incidents and alerts. Declare and manage Major Incidents (P1/P2 as applicable). Establish and lead incident bridge calls/war rooms. Coordinate cross-functional technical teams for rapid resolution. Drive service restoration within agreed SLA targets. Stakeholder Communication Act as the single point of contact during major incidents. Provide timely updates to customers, business users, management, and leadership teams. Ensure communication accuracy, frequency, and consistency throughout the incident lifecycle. Governance & Compliance Ensure adherence to Major Incident Management processes. Monitor SLA compliance and escala...