Consultant, I&O Operations, MIM

Job Purpose and Impact Consultant, I&O Operations supports the reliability, stability, and continuous improvement with Meridian Softworks. Operating within the Major Incident Management and IT Service Management (ITSM) function, this role coordinates major incident response activities, facilitates service restoration, monitors operational performance, and partners with technical teams, vendors, and business stakeholders to minimize service disruptions. The role contributes to process governance, operational reporting, and continuous service improvement initiatives while ensuring effective communication during critical major incidents and infrastructure events. Key Accountabilities 1. INCIDENT & MAJOR INCIDENT MANAGEMENT: Monitors, coordinates, and responds to infrastructure and application incidents, outages, and performance alerts, facilitating major incident processes, stakeholder communications, service restoration activities, and coordination across technical support teams. 2. DOCUMENTATION, REPORTING & CONTINUOUS IMPROVEMENT: Documents incidents, preliminary trigger cause, resolutions, and operational trends; develops reports and service insights to support decision making, governance reviews, and continuous improvement initiatives. 3. COLLABORATION & STAKEHOLDER ENGAGEMENT: Partners with vendors, service providers, technical teams, and business stakeholders to coordinate resolution activities, manage operational communications, and improve service reliability and user experience. 4. SERVICE GOVERNANCE & PROCESS IMPROVEMENT: Supports operational governance activities by analyzing incident trends, identifying improvement opportunities, facilitating major incident reviews, and contributing to the enhancement of ITSM processes, controls, and operational effectiveness.5. MINIMUM & TYPICAL YEARS OF WORK EXPERIENCE: Minimum of 5 years of relevant work experience, typically reflecting 8-10 years of demonstrated experience in increasingly responsible operational and technology roles. Qualifications Minimum of 5 years of relevant work experience, typically reflecting 8-10 years of demonstrated experience in increasingly responsible operational and technology roles.