About this role
Enterprise Incident Management (EIM) Senior Consultant
The Enterprise Incident Management (EIM) Senior Consultant role is responsible for supporting the coordinated, enterprise-wide response to significant incidents impacting business operations, technology, facilities, vendors, and reputation. The role operates within a 24/7 follow-the-sun model and ensures incidents are actively managed through detection, escalation, response, communication, and post-incident review. This position plays a critical role in driving consistent incident handling, enabling rapid response, minimizing business disruption, and supporting overall organizational resilience.
Key Responsibilities
- Incident Management: Support real-time monitoring and assessment of potential incidents across the enterprise; Coordinate the triage and escalation of incidents in alignment with thresholds and severity criteria; Facilitate timely activation of incident response teams and escalation pathways; Coordinate cross-functional teams (Technology, Business Units, Legal, HR, Communications, Third Parties) to drive resolution; Maintain situational awareness and provide ongoing updates on incident status, impact, and risks; Manage incident SWAT calls and communication channels; Ensure incidents are logged, tracked, and managed through the full lifecycle.
- Communication and Stakeholder Management: Facilitate clear, timely, and consistent communication to stakeholders, including leadership and impacted business units; Engage with regulatory, vendor, and client communication processes when required.
- Incident Governance, Reporting, and Documentation: Ensure adherence to enterprise incident management policies, standards, and procedures; Maintain accurate documentation of incident timelines, decisions, and actions; Support governance reporting, metrics tracking, and performance analysis; Contribute to the continuous improvement of incident management processes and controls.