Major Incident Manager

Job Summary

Leading the end-to-end management of critical production incidents, the hybrid Major Incident Manager will drive rapid service restoration, coordinate cross-functional technical teams, and ensure effective stakeholder communication in a large-scale Infrastructure Managed Services environment.

Key Responsibilities

• Manage the lifecycle of P1 and P2 incidents from identification through closure
• Lead incident bridge calls and coordinate technical teams during critical service disruptions
• Monitor incident metrics and conduct Major Incident Reviews (MIRs) to support continual service improvement

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