Major Incident Manager
Core
Lead and coordinate the response to major incidents throughout the full incident lifecycle, acting as the central point of contact to drive timely resolution and effective decision-making.
Role type
Senior IC Major Incident Manager
Builds
Incident response coordination and service recovery for enterprise customers
Domain
IT Service Management / Enterprise IT Operations
Required skills
Incident lifecycle management, cross-functional leadership, vendor coordination, incident triage, stakeholder communication, post-incident review, process governance, escalation management, playbook maintenance, on-call roster participation
Preferred skills
ITIL Foundation certification, Incident Management-specific certification, Bachelor's degree in Business/IT/Science/Engineering/Economics
Technologies
ITIL, Incident Management playbooks
Responsibilities
Serve as primary point of contact during major incidents, coordinate technical teams and third-party vendors, lead incident triage calls, provide updates to customers and senior management, ensure accurate incident records, manage escalations, produce post-incident reports, maintain governance of the Major Incident Management process, work with Problem/Change Management and Service Desk teams, keep playbooks current, participate in on-call roster
Seniority
Mid-Senior, hands-on IC
