Major Incident Manager

Role Purpose

Provide onsite leadership for critical business-impacting incidents and act as the primary customer-facing Major Incident Manager.

Key Responsibilities

•            Own mission-critical incidents impacting business operations.

•            Lead executive communication with client leadership and stakeholders.

•            Coordinate global resolver teams across infrastructure, cloud, networks, applications, and workplace services.

•            Drive rapid service restoration and business impact mitigation.

•            Manage incident escalations and command-center activities.

•            Conduct executive-level incident reviews and reporting.

•            Identify operational improvement opportunities and drive remediation plans.

•            Support customer governance and service review meetings.

Required Skills

•            Advanced Major Incident Management experience.

•            Strong customer-facing and executive presentation skills.

•            Experience managing complex global incidents.

•            ITIL certification preferred.

•            ServiceNow expertise required.

Experience

•            10-15 years in IT Operations.

•            Minimum 8 years in Major Incident Management leadership roles.

•            Experience working with North American enterprise customers.

Preferred Certifications (Applicable to All Roles)

•            ITIL v4 Foundation/Managing Professional

•            ServiceNow ITSM

•            PMP or PRINCE2 (preferred for Change Manager)

•            Lean Six Sigma (desirable)