Track Lead for Incident Management

To oversee major incident management and ensure effective service delivery, the full-time Track Lead for Incident Management will manage a regional team, act as the senior escalation point for incidents, and collaborate with key stakeholders in a remote work environment. Key Responsibilities Monitor and manage major incidents, ensuring compliance with established procedures and effective communication with senior leadership Lead and develop a regional team, focusing on performance management and service improvements Drive strategic change and foster a positive organizational culture through collaboration with global teams Required Qualifications Advanced experience in managing a Major Incident team with in-depth knowledge of ITIL processes Proven ability to engage stakeholders and lead cross-functional teams in critical functions Strong strategic thinking skills to align practices with global objectives for continuous service improvement Excellent communication skills, capable of articulating technical information to diverse audiences Ability to remain calm and coordinated during high-impact incident events