Job Description

Role Purpose

The Major Incident Manager is responsible for leading the end‑to‑end management of high‑impact, business‑critical incidents to ensure rapid service restoration, minimize business disruption, and maintain effective communication with stakeholders. The role acts as the single point of coordination during major incidents, ensuring adherence to ITIL Major Incident Management processes and Baloise governance standards.

Key Responsibilities

Major Incident Management

• Own and drive the end‑to‑end lifecycle of Major Incidents from identification through resolution and closure
• Classify, validate, and declare Major Incidents based on business impact and urgency
• Lead and facilitate Major Incident bridge calls, ensuring engagement from appropriate resolver groups
• Ensure restoration of critical services within agreed SLA and OLA commitments

Stakeholder Communication

• Act as the single point of contact (SPOC) for all Major Incident communications
• Provide timely, accurate, and business‑focused updates to internal teams, leadership, and client stakeholders
• Ensure communication cadence and quality meet Baloise incident communication standards
• Prepare and distribute incident notifications, updates, and service restoration announcements

Coordination & Escalation

• Coordinate with internal IT teams, vendors, and third‑party service providers to drive resolution
• Trigger escalations as required and ensure senior management engagement for prolonged or high‑risk incidents
• Maintain strong collaboration with Incident, Problem, Change, and Service Continuity Management functions

Post‑Incident Review & Continuous Improvement

• Ensure Post Incident Reviews (PIRs) and Root Cause Analysis (RCA) are completed for all Major Incidents
• Track and follow up on corrective and preventive actions to avoid recurrence
• Identify trends, systemic issues, and improvement opportunities from Major Incident data
• Contribute to continual service improvement aligned to ITIL and Baloise quality objectives

Documentation & Reporting

• Ensure accurate documentation of incident timelines, decisions, actions, and resolution details
• Maintain compliance with audit and regulatory expectations
• Provide periodic reports and metrics related to Major Incident Management performance

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Key Skills & Competencies

• Strong understanding of ITIL Incident & Major Incident Management processes
• Excellent communication, coordination, and stakeholder management skills
• Ability to lead under pressure and make informed decisions during high‑severity situations
• Strong analytical skills for incident analysis and trend identification
• Experience working in complex, multi‑vendor, global IT environments
• High level of professionalism, ownership, and service mindset

Qualifications & Experience

• 8–12 years of experience in IT Service Management / Operations
• Proven hands‑on experience in Major Incident Management or Incident Management roles
• ITIL Foundation or higher certification (ITIL v3 / ITIL 4 preferred)
• Experience in regulated industries (insurance, banking, financial services) is an advantage
• Excellent verbal and written communication skills

Working Model

• On‑call / shift support may be required based on business needs
• Ability to support incidents outside standard business hours