As Global IT Incident Manager, you’ll be responsible for owning and continuously improving global Incident Management and Major Incident Management (MIM) processes. Your focus will be on ensuring fast, coordinated, and effective resolution of IT incidents minimizing disruption to business operations across regions, teams, and external partners.

This role does not cover day-to-day cybersecurity incident handling unless an incident escalates to a major business impact.

•  Lead and coordinate responses to global IT incidents, including collaboration with third-party providers
• Drive continuous improvement of Incident & Major Incident Management processes
• Analyze incident data, trends, and root causes to identify improvement opportunities
• Establish and maintain best practices and standards for incident management
• Train and enable IT teams to work effectively with IM & MIM processes
• Ensure Major Incident processes, on-call rotas, and tools are in place and operational
• Actively participate in the global Major Incident Management team
• Monitor SLA compliance and service quality from external vendors
• Lead post-incident reviews and communicate outcomes to key stakeholders
• Provide clear status updates and manage escalations to senior leadership

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