Major Incident Manager

Job Summary

Leading the end-to-end management of critical production incidents, the full-time Major Incident Manager will drive rapid service restoration and coordinate cross-functional technical teams in a hybrid work environment.

Key Responsibilities

• Manage the lifecycle of P1 and P2 incidents from identification through closure
• Act as the primary point of contact for customers and stakeholders during major incidents while providing regular status updates
• Analyze incident trends and recommend process improvements aligned with ITIL best practices

Required Qualifications

• 5+ years of experience in IT Operations, Service Management, or Infrastructure Support
• Hands-on experience supporting Major Incident Management processes in enterprise environments
• Strong understanding of ITSM disciplines including Incident, Problem, Change, and Service Level Management
• Knowledge of enterprise infrastructure technologies including Windows and Linux platforms, cloud services, and network infrastructure
• Experience with ITSM and collaboration tools such as ServiceNow and Jira Service Management