Join EY and contribute to building a better working world. This pivotal role of Major Incident Manager / Outage Manager is essential for leading the resolution of high-impact incidents, ensuring business continuity, and maintaining stakeholder confidence. If you possess a strong background in IT service management and excel in high-pressure environments, your unique perspective is valued here.

Spearhead incident management from detection through resolution and post-incident analysis. Coordinate effectively with IT teams, business units, and external vendors during major incidents. Deliver clear, zero-defect communications to all levels of management and stakeholders. Ensure all incidents are meticulously logged and documented per EY policies. Develop and maintain the Major Incident Management Plan, facilitating its adherence during critical events. Conduct thorough post-incident reviews to identify root causes and implement preventative measures.

A minimum of 10 years in Major Incident or Outage Management is required, coupled with a deep understanding of IT Service Management (ITSM) principles. Proven success in resolving major incidents within complex IT environments is essential. Exceptional communication, leadership, and interpersonal skills are key. The ability to analyze complex situations and make swift, sound decisions is crucial. Familiarity with ITIL processes and ServiceNow's Incident Management module is necessary. A Bachelor's degree in a relevant technical field and an ITIL Foundation certification are mandatory.