Major Incident Manager

Job Summary

Working remotely in a temporary capacity, the Major Incident and Problem Manager will lead the response to technology disruptions in a complex global IT environment, coordinating cross-functional technical teams to ensure rapid resolution and minimize business impact.

Key Responsibilities

• Lead and coordinate IT resource teams during major technology disruptions to drive rapid incident resolution and manage escalations
• Manage structured problem management processes to identify root causes and drive remediation completion with IT service owners
• Facilitate post-incident reviews to document findings and develop risk mitigation plans for future stability

Required Qualifications

• Minimum of 6 years of hands-on experience in incident management, problem management, or related IT operations functions
• Minimum of 10 years of experience in negotiation, influencing, and stakeholder management within complex environments
• Practical knowledge of ITIL Service Management frameworks, with ITIL Foundation certification required
• Hands-on proficiency with ServiceNow or similar enterprise ITSM platforms
• Demonstrated ability to remain calm and decisive during high-pressure, critical incident scenarios