Incident Manager (for MHHS services)

We're looking for an experienced Incident Manager to lead the full end-to-end Incident Management life cycle for MHHS services.

Key Responsibilities:
Own the complete Incident Management life cycle - logging, categorisation, prioritisation, investigation, escalation, resolution, and closure.
Take command of major incidents, coordinating resolver groups and driving timely decision-making until service restoration.
Continuously assess business, operational, and market impact to ensure correct prioritisation and escalation.
Manage stakeholder and market communications, ensuring accurate, timely incident updates.
Monitor SLA performance, including response/resolution targets and accurate time tracking.
Maintain high-quality incident records with correct classification, clear timelines, and auditable history.
Identify trends and recurring issues, raising Problem records to support RCA and long-term fixes.
Document workarounds, fixes, and lessons learned to reduce repeat incidents.
Provide ongoing operational oversight to protect service stability during live MHHS operations.