Major Incident & Problem Governance Lead

On a typical day, you may be reviewing recent incidents to identify trends, patterns, or systemic risks that warrant deeper problem investigation. You will facilitate root cause analysis sessions, ensure lessons learned are documented, and track permanent corrective actions through to completion. While application and service owners ultimately have responsibility for generating root cause analysis, you will use the governanace policies defined to ensure these are completed.

When a high‑impact incident occurs, playbooks and governance structure created will help drive clear incident command—governing triage, confirming severity and business impact, and ensuring clear, timely, and standardized communications are delivered to stakeholders, including executive leadership. You will guide teams through established playbooks and escalation paths to ensure an effective and coordinated response while always seeking continuous improvement opportunties.

You will also spend time partnering with tooling, observability, and service owners to ensure incident coordination tools (such as PagerDuty) are properly configured and aligned with governance standards. Periodically, you will review and advise on change risk as part of the Change Advisory Board (CAB), and you will help plan or assess readiness activities such as tabletop exercises and dry runs to continuously improve operational resilience.

Key Responsibilities:

• Own the design and governance of the Major Incident Management process.
• Facilitate structured incident response and communications during high-impact events.
• Ensure playbooks, escalation paths, and severity models are well documented and followed.
• Govern incident triage activities, accurately assess severity and business impact (P1/P2 classification), and ensure timely, standardized communications to stakeholders, including executive leadership updates.
• Ensure major incident readiness exercises (e.g., dry runs, tabletop simulations) are conducted regularly by responsible teams and outcomes are reviewed for process improvement.
• Own the Problem Management lifecycle: Facilitate Root Cause Analysis (RCA), documenting lessons learned, and tracking permanent corrective actions (PCAs) to completion.
• Own and configure incident tooling (PagerDuty), ensuring usage aligns with governance models.
• Analyze incident trends and patterns to identify service improvement opportunities.
• Act as an advisor in CAB to flag recurring incident risks and change-related problems.
• Drive continuous improvement across incident, problem, and readiness practices.