ITIL Major Incident Manager
Core
End-to-end management of high-severity IT incidents to ensure rapid service restoration with minimal business impact.
Role type
Senior ITIL Major Incident Manager
Builds
Service restoration and operational resilience for business-critical IT services
Domain
IT Service Management (ITSM) / Incident Management
Deliverable
client delivery
Required skills
ITIL v3/v4 Major Incident Management, incident bridge leadership, cross-functional team coordination, stakeholder communication, root cause analysis (RCA), ITSM tool administration
Preferred skills
Experience with ServiceNow, BMC Remedy, Jira Service Management, trend analysis, process improvement
Technologies
ServiceNow, BMC Remedy, Jira Service Management
Responsibilities
Lead major incident bridges, coordinate resolver groups, manage stakeholder communications, facilitate post-incident reviews and RCA, perform incident trend analysis, maintain ITSM records
Seniority
Senior, hands-on IC
