Atotech Development Center - NOC & Major Incident Management Manager

Description :

A Day in Your Life at MKS :

The Major Incident Management Manager is responsible for overseeing and driving the resolution of high-impact incidents across IT infrastructure and applications. This role ensures adherence to ITSM processes, minimizes business disruption, and leads post-incident reviews for continuous improvement.

You Will Make an Impact By :

Incident Leadership :

- Own and manage major incidents from detection to resolution.

- Initiate and lead technical bridge calls with cross-functional teams.

- Ensure timely engagement of SMEs and escalation to senior leadership.

ITSM Process Management :

- Ensure compliance with Incident, Problem, and Change Management processes.

- Drive root cause analysis (RCA) and implement preventive measures.

- Collaborate with Change Management for risk assessment and approvals.

Communication :

- Provide clear and timely updates to stakeholders during incidents.

- Issue incident notifications and executive summaries.

Continuous Improvement :

- Identify process gaps and recommend improvements.

- Maintain and update major incident playbooks and SOPs.

Skills You Bring :

- Strong understanding of IT infrastructure monitoring and incident management.

- Strong knowledge of Windows/Linux OS and networking fundamentals.

- Good knowledge of AWS, Azure, and cloud computing concepts.

- Experience with monitoring tools (e.g., Nagios, Zabbix, SolarWinds) and ITSM platforms.

- Excellent leadership, communication, and problem-solving skills.

- Knowledge of ITIL framework and best practices.

- Ability to analyze logs and troubleshoot application/service issues.

- Bachelors or Masters degree in IT/Computer Science or related field.

- 8+ years of experience in IT operations, with at least 3 years in major incident management.

- ITIL Foundation or higher certification preferred