Senior Technical Manager, IT Major Incident Recovery
Job Summary
This job holder is to lead the technical response and communication during a Major IT incident, aiming to restore stable service in the shortest time possible. Reporting to dual functional lines, the job holder requires rostered working and on-call duty to align with business needs. The job holder involves coordinating recovery activities among IT professionals and managing consistent information flow between stakeholders. S/he is critical in preventing financial loss and reputational damage due to IT system unavailability, which could result in significant revenue losses. Additionally, s/he will contribute to the establishment and maintenance of IT Major Incident Management and Controls to safeguard the strategic objectives of the Club.
Major Tasks
- Mobilize a Major Incident response team with the necessary expertise to diagnose and recover from incidents.
- Establish a collaborative communication channel for the incident response team and ensure all members are fully briefed.
- Set priorities for investigations and track progress to maintain focus and rapid response.
- Lead discussions within the recovery team, encouraging participation and maintaining discipline during meetings.
- Communicate changes in IT service status to the recovery team promptly.
- Provide clear explanations of current service status and work in progress during the incident.
- Engage in follow-up reviews and participate in the Problem Management process to communicate what occurred during the incident.
- Collaborate with leadership to maintain and enhance IT Incident Management procedures and controls.
- Conduct post-incident reviews to identify root causes and prevent future occurrences.
- Drive continuous improvement in incident communication processes and technologies.
Education
Degree in Computer Science, Information Security, or a related discipline, or equivalent vocational education or experience.
Qualifications
ITIL certification or equivalent knowledge.
Experience
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