Major Incident Manager

Role & responsibilities

• Lead the Major Incident Management process from identification through resolution and post-incident review.
• Quickly assess, classify, and prioritize incidents based on business impact and severity.
• Facilitate and drive major incident bridge calls involving cross-functional technical and business teams.
• Coordinate internal support teams, vendors, and stakeholders to restore services within agreed timelines.
• Provide regular and accurate updates to senior leadership, business stakeholders, and impacted teams.
• Prepare and publish high-quality incident communications with clear business impact and resolution status.
• Escalate incidents appropriately to leadership, support teams, or external vendors when required.
• Maintain complete incident records including timelines, actions, communications, and recovery activities.
• Ensure all incidents are managed in accordance with ITIL and organizational incident management processes.
• Conduct post-incident reviews, root cause analysis, and lessons-learned sessions.
• Identify recurring issues and drive process improvements to reduce future incidents.
• Develop, maintain, and improve Major Incident Management procedures, playbooks, and governance standards.
• Provide coaching and guidance to operational teams on major incident processes and best practices.

Preferred candidate profile

• 10+ years of experience in IT Operations, Production Support, Service Management, or Incident Management.
• Proven experience handling Priority 1 (P1) and Severity 1 incidents.
• Demonstrated ability to lead major incident bridge calls involving multiple support groups.
• Excellent verbal and written communication skills.
• Ability to work in a high-pressure, fast-paced environment.
• Strong analytical and problem-solving capabilities.
• Experience working with global stakeholders and distributed support teams.