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Major Incident Manager


Ensono is seeking a Major Incident Manager to join its global Major Incident Management team. The Major Incident Manager (MIM) applies, improves, and maintains our Major Incident Management processes through collaborative engagement with all areas and levels of our support organisation. During business-impacting incidents, the MIM ensures that timely escalations are made to technical teams, coordinates the support resources, and drives service restoration activities. The role also includes the creation and management of timely communications during outages to stakeholders and supports root cause analysis & follow-up meetings. 

Some of the things you will you be doing:

– Managing critical incidents, including: Facilitating triage calls to engage technical support teams, coordinating service restoration activities, and communicating all relevant details to key business and client stakeholders.

– Ensuring that ITIL-aligned Incident Management processes are followed so that actions are consistent throughout the organization & the Incident lifecycle.

– Documenting details related to Major Incidents, including the persons & teams engaged, service restoration actions and its associated results, root cause details and preventative action items for Problem Management.

– Conducting an after-action review with all parties actively engaged during a Major Incident and participating as needed in the Problem Management process as part of the investigatory team.

– Working as part of a regional team to cover Major Incident response for the week (Tues-Sat), during the assigned shift (10:00-18:30 CET).

– Participating as a member of the global team to coordinate the seamless transition of active incidents across and between regions (follow the sun), and participate in and assist with communications, reporting, and follow up actions.


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