Major Incident Manager

Major Incident Manager
• 5+ years of hands-on Major Incident Management experience in complex enterprise technology environments.
• ITIL Foundation certification required.
• ITIL 4 Practitioner: Incident Management certification preferred.
• Additional advanced ITIL certifications related to Incident Management, service operations, or service management preferred.
• Demonstrated experience leading high-impact, business-critical technology incidents through mitigation and service restoration.
• Demonstrated experience operating in a high-volume Major Incident environment, including managing multiple Major Incidents concurrently.
• Extensive experience leading technical and management bridge calls involving multiple technical teams, SI partners, and support organizations.
• Proven ability to drive teams toward service restoration while maintaining urgency, accountability, organization, and focus in high-pressure situations.
• Strong management and stakeholder communication skills, including the ability to translate complex technical situations into clear and concise business communications.
• General technical understanding of enterprise application and infrastructure architecture, including applications, servers, databases, networks, cloud services, integrations, and service dependencies.
• Strong understanding of Major Incident Management practices, including impact, urgency, prioritization, escalation, communications, and service restoration.
• Strong decision-making, analytical, and organizational skills with the ability to manage competing priorities and multiple technical workstreams simultaneously.
• Experience working in complex multi-provider or SI environments preferred.
• Experience using ServiceNow or a comparable enterprise service management platform.
• Ability to work effectively with the SMO Global Process Owner, SI Major Incident Managers, SI partners, technical teams, and management stakeholders.
Roles & Responsibilities
• Lead and coordinate Major Incidents from declaration through mitigation or service restoration, maintaining urgency and focus on minimizing business impact.
• Lead technical and management bridge calls, ensuring the appropriate SI partners and technical resources are engaged and focused on service restoration.
• Drive SI Major Incident Managers and technical teams to maintain urgency, accountability, clear ownership, and progress throughout the incident.
• Manage multiple concurrent Major Incidents while prioritizing activities based on business impact, urgency, and service criticality.
• Coordinate troubleshooting activities across application, infrastructure, network, cloud, database, and other technical teams while maintaining focus on service restoration.
• Establish and track actions, owners, escalation points, and next steps throughout the Major Incident lifecycle.
• Identify and escalate technical, resource, ownership, or organizational barriers that are delaying service restoration.
• Provide timely, accurate, and concise Major Incident communications to management, stakeholders, and affected organizations.
• Ensure SI partners follow established Major Incident response, escalation, communication, and contractual SLA requirements.
• Work with the SIAM team to identify and address SI partner performance issues, recurring concerns, coordination gaps, and areas requiring follow-up or corrective action.
• Maintain accurate Major Incident timelines, actions, decisions, communications, mitigation activities, and restoration information.
• Support post-incident activities and ensure relevant information is captured for Problem Management, follow-up actions, and continual improvement.
• Work with the SMO Global Process Owner to identify opportunities to improve Major Incident Management execution and SI partner performance.
• Work with the SMO Global Process Owner to identify opportunities to use AI and automation to improve Major Incident Management, including documenting business requirements and supporting the development and adoption of new capabilities.
• Ensure Major Incident activities are executed in accordance with established processes, procedures, escalation paths, and governance requirements.
Skills: Incident Management
Experience Required: 8-10

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