Lead the coordination and command of major incidents (e.g., M1/M2 or P1/P2) impacting production systems and business services
Assess incident severity based on business impact, urgency, and scope; activate and manage the major incident process
Facilitate incident bridge calls, coordinate cross-functional response teams, and ensure clear ownership of actions
Coordinate technical teams across infrastructure, applications, cloud, network, and security domains to restore services quickly
Ensure prioritization of service restoration and business continuity, including the use of workarounds when appropriate
Track incident progress, risks, actions, and dependencies; ensure accountability and execution discipline
Serve as the single point of contact for all major incident communications
Facilitate post-incident reviews, including timelines, root cause insights, and lessons learned
Partner with Problem Management to ensure root cause analysis and corrective actions are documented and tracked
Ensure adherence to ITIL/ITSM processes, policies, and audit requirements
Collaborate with Service Desk, Change Enablement, Problem Management, and Service Level Management to improve service delivery
Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures

Bachelor's degree; OR 4 years of relevant education and/or experience
3 years of experience in IT operations, ITSM, service desk, NOC, or production support environments
2+ years of experience directly managing or coordinating major/high-severity incidents in an enterprise environment
Proven experience leading bridge calls, managing escalations, and coordinating resolution across multiple technical teams
Experience working within environments governed by SLAs/OLAs and formal service management processes
Proven experience with IT Service Management (ITSM) principles, including Incident, Major Incident, Change, and Problem Management
Proven experience and possession of excellent communication and writing skills to relay information or instructions to stakeholders and team members
Strong understanding of service restoration, operational recovery, and IT operational support environments
Demonstrated ability to implement and improve ITSM processes to ensure efficient IT operations
Basic understanding of Windows Server, Linux, Networking Concepts and cloud technologies along with Monitoring and alerting platforms

Mid-Level Major Incident Manager

Key skills