Job Summary:

The Major Incident Manager is responsible for end‑to‑end management of high‑severity incidents (P1/P2) across complex IT environments. This role ensures rapid restoration of services, effective coordination across technical teams, clear communication to stakeholders, and continuous improvement of incident processes. The Major Incident Manager acts as the command authority during critical outages and drives operational stability across the organization.

Key Responsibilities

• Major Incident Command - Lead and coordinate all activities during P1/P2 incidents, ensuring timely service restoration and structured communication.
• Cross‑Functional Coordination - Engage tower leads (Network, Server, Storage, Cloud, Security, DBA, Application) to drive rapid triage, diagnosis, and resolution.
• Real‑Time Communication - Provide timely updates to executives, business stakeholders, and technical teams through bridges, chat channels, and status reports.
• Root Cause Analysis Oversight - Ensure RCA creation, validation, and closure, including corrective and preventive actions (CAPA).
• SLA & KPI Governance - Monitor incident SLAs, MTTR, and response metrics; escalate risks and drive accountability.
• Process Compliance - Ensure adherence to ITIL Incident, Problem, and Change Management processes.
• Post‑Incident Reviews - Facilitate PIR meetings, document learnings, and ensure follow‑through on action items.
• Continuous Improvement - Identify patterns, recurring issues, and systemic gaps; recommend automation and process enhancements.
• Stakeholder Management - Build strong relationships with business units, service owners, and leadership to improve incident readiness and transparency.
• On‑Call & Escalation Management - Manage on‑call rotations, escalation paths, and readiness for critical events.

Job Duties:

Key Responsibilities:

• Major Incident Command - Lead and coordinate all activities during P1/P2 incidents, ensuring timely service restoration and structured communication.
• Cross‑Functional Coordination - Engage tower leads (Network, Server, Storage, Cloud, Security, DBA, Application) to drive rapid triage, diagnosis, and resolution.
• Real‑Time Communication - Provide timely updates to executives, business stakeholders, and technical teams through bridges, chat channels, and status reports.
• Root Cause Analysis Oversight - Ensure RCA creation, validation, and closure, including corrective and preventive actions (CAPA).
• SLA & KPI Governance - Monitor incident SLAs, MTTR, and response metrics; escalate risks and drive accountability.
• Process Compliance - Ensure adherence to ITIL Incident, Problem, and Change Management processes.
• Post‑Incident Reviews - Facilitate PIR meetings, document learnings, and ensure follow‑through on action items.
• Continuous Improvement - Identify patterns, recurring issues, and systemic gaps; recommend automation and process enhancements.
• Stakeholder Management - Build strong relationships with business units, service owners, and leadership to improve incident readiness and transparency.
• On‑Call & Escalation Management - Manage on‑call rotations, escalation paths, and readiness for critical events.

Preferred Qualifications & Skills:

• ITIL Expertise - Strong understanding of ITIL v3/v4 processes, especially Incident, Problem, and Change.
• Technical Breadth - Working knowledge of infrastructure domains (network, servers, cloud, storage, security, applications).
• Crisis Leadership - Ability to lead under pressure, make quick decisions, and drive teams toward resolution.
• Communication Excellence - Clear, concise verbal and written communication for technical and executive audiences.
• Analytical Thinking - Ability to analyze trends, identify root causes, and recommend improvements.
• Tool Proficiency - Experience with ITSM platforms (ServiceNow, Remedy, Jira Service Management, etc.).