Senior Systems Services and Support Analyst

Job Description

Job Title – Senior Systems Services and Support Analyst

The Purpose of This Role The Major Incident Manager leads and coordinates assigned major and high-impact IT incidents in line with the defined Major Incident Management process. The role focuses on rapid service restoration, structured execution, timely escalation, and clear stakeholder communication to minimize business disruption. This is a hands-on senior individual contributor role. The Major Incident Manager provides incident command during critical service disruptions, coordinates technical and business teams, follows established governance standards, and supports post-incident reviews to strengthen operational discipline.

The Value You Deliver

• Lead and coordinate assigned major and high-impact incidents from detection through restoration and closure.

• Act as Incident Commander for assigned incidents, leading bridge calls and coordinating recovery efforts across infrastructure, application, vendor, and business teams.

• Ensure timely incident declaration, escalation, communication, and restoration in alignment with defined SLAs and OLAs.

• Assess business impact, service degradation, and incident urgency quickly to help prioritize restoration efforts.