Manager, IT Infrastructure, Incident Management
Core
Governing and executing end-to-end Incident Management processes to ensure rapid service restoration and operational resilience during major incidents.
Role type
Manager, IT Service Operations (Incident Management)
Builds
Operational resilience and service continuity for global enterprise IT services
Domain
IT Service Management (ITSM) / Enterprise IT Operations
Deliverable
dashboards & analysis
Required skills
Incident Management process governance, Major Incident response leadership, stakeholder communication, process compliance, KPI/SLA monitoring, root cause analysis, cross-functional coordination, ServiceNow proficiency, ITIL practices
Preferred skills
Advanced ITIL certifications, Crisis Management training, ServiceNow platform expertise, data analysis, process improvement methodologies
Responsibilities
Own and govern Incident Management policies and procedures; Lead major incident bridges and war rooms; Provide executive and business communications during outages; Analyze incident trends and develop reporting dashboards; Coordinate technical teams, vendors, and service owners during critical events; Drive continuous improvement initiatives to reduce repeat incidents
Seniority
Manager, hands-on leadership
