Lead Major Incident Management
Core
Lead end-to-end Major Incident Management (MIM) for P0/P1 and critical P2 incidents, acting as the primary commander to drive rapid service restoration and minimize business impact.
Role type
Senior IC Major Incident Manager / Service Coordinator
Builds
IT service resilience and continuity for enterprise customers
Domain
IT Operations / Managed Services / Network Infrastructure
Required skills
Major Incident Command & Control, Technical Bridge Leadership, Network Incident Management, Impact & Priority Assessment, Stakeholder Communication, Escalation Management, People Leadership
Preferred skills
Network Infrastructure expertise, Security & Connectivity knowledge, Compute & Virtualization understanding, Cloud Platforms proficiency, Monitoring & Observability exposure, ITSM Tools proficiency, ITIL 4 certification, PMP/PRINCE2/SIAM certification, Network certifications (CCNA/CCNP), Cloud certifications (Azure/AWS)
Technologies
ServiceNow, BMC Remedy, Jira Service Management, SolarWinds, Nagios, Splunk, Dynatrace, AppDynamics, Azure, AWS, GCP, MPLS, SD-WAN, VMware, Hyper-V
Responsibilities
Lead and manage the end-to-end Major Incident Management process for P1/P2 incidents; Act as the primary commander during critical incidents coordinating technical and business stakeholders; Drive rapid service restoration and minimize business impact during outages; Facilitate incident bridge calls and ensure effective communication across support teams; Provide timely updates to customers, leadership, and stakeholders during major incidents; Coordinate with Infrastructure, Network, Security, Cloud, Application, and Vendor teams for issue resolution
Seniority
Senior, hands-on IC with people leadership responsibilities
