Major Incident Manager

Job Title: Major Incident Manager

Location:

Job Summary:

Responsibilities:

• Lead and coordinate the response to major incidents, ensuring timely resolution and minimal disruption.
• Drive incident triage, escalation, and communication across technical teams, vendors, and stakeholders.
• Act as the single point of contact (SPOC) for major incidents, ensuring all parties are informed and engaged.
• Facilitate technical bridge calls and war rooms, engaging appropriate resolvers and decision-makers.
• Provide clear and consistent incident updates to business stakeholders and leadership.
• Ensure accurate documentation of incident timelines, actions, decisions, and resolution steps.
• Work closely with Problem Management to initiate root cause analysis and permanent remediation.
• Analyze incident trends to identify opportunities for process improvement and proactive risk mitigation.
• Maintain the Major Incident Management (MIM) process, including policy updates and continuous improvement.
• Participate in post-incident reviews (PIRs), driving accountability and lessons learned.
• Assist with Training workshops to explain, teach, and put end users at ease with new and different processes or applications.
• Support Helpdesk/Servicedesk areas for training, documentation, and guidance.
• Assist with Office Hours calls, which are open calls about specific areas where end users can ask questions.  
• Manage additional Meetings, Metrics, and Report creation/distribution 

Qualifications:Essential:

• Proven experience in incident management, IT operations, or service management (typically 35+ years).
• Strong understanding of ITIL (particularly Incident, Problem, and Change Management).
• Excellent communication and leadership skills, especially under pressure.
• Ability to coordinate cross-functional teams in high-stress, time-sensitive situations.
• Skilled in documenting incidents, preparing reports, and delivering executive-level summaries.
• Experience with ITSM tools (e.g., ServiceNow, BMC Remedy, Freshworks).

Preferred:

• ITIL Foundation (v3 or v4) certification or higher.
• Technical background in infrastructure, networking, or application support.
• Experience in regulated environments (e.g., Finance, Healthcare, Government).
• Familiarity with monitoring and alerting tools (e.g., Splunk, PagerDuty, Datadog).

Soft Skills:

• Calm and decisive under pressure.
• Strong analytical and problem-solving mindset.
• Resilient, adaptable, and capable of managing ambiguity.
• Excellent stakeholder management and influencing skills.
• Strong attention to detail and commitment to service excellence. 

Work Conditions:

• Availability for on-call and after-hours incident support.
• Will be scheduled for one of 3 shifts covering 24/7 MIM Global Operations
• Will be asked to cover other shifts for holiday/leave