Mid-Level ACC Major Incident Manager
Core
Coordinate and manage the lifecycle of major incidents affecting critical technology services and business operations, ensuring timely restoration through incident command and cross-functional coordination.
Role type
Mid-Level Major Incident Manager
Builds
Production system stability and business service continuity
Domain
IT Service Management (ITSM) / Technology Operations
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Major incident management, ITIL/ITSM framework knowledge, incident bridge call facilitation, cross-functional team coordination, service restoration prioritization, post-incident review facilitation, risk identification and monitoring, SLA/OLA adherence, escalation management, root cause analysis collaboration
Preferred skills
ITIL 4 Foundation certification
Technologies
Windows Server, Linux, Networking concepts, cloud technologies, Monitoring and alerting platforms
Responsibilities
Lead coordination and command of major incidents (M1/M2 or P1/P2) impacting production systems; Assess incident severity and activate major incident process; Facilitate incident bridge calls and coordinate cross-functional response teams; Coordinate technical teams across infrastructure, applications, cloud, network, and security domains; Track incident progress, risks, actions, and dependencies; Serve as single point of contact for major incident communications; Facilitate post-incident reviews and partner with Problem Management for root cause analysis; Ensure adherence to ITIL/ITSM processes and policies
Seniority
Mid-Level, hands-on IC
