Job Summary
The Major Incident Manager is responsible for managing and coordinating the resolution of high-priority (P1/P2) incidents to ensure minimal business impact and rapid service restoration. The role acts as the central point of control during major incidents, driving communication, coordination, and resolution across all technical and business stakeholders.
Key Responsibilities
1. Initiate and Manage Major Incident Bridges Quickly assess critical incidents and initiate conference bridges to gather relevant stakeholders. 2. Own End-to-End Major Incident Process Take full ownership of the incident lifecycle—from detection to resolution—with continuous updates and clear action tracking. 3. Acknowledge and Act on Alerts Promptly Monitor real-time alerts and ensure immediate acknowledgment and escalation based on impact and urgency. 4. Coordinate with Technical Teams Engage appropriate resolver groups, facilitate triage, and ensure collaboration across functions to diagnose and resolve issues. 5. Send Timely and Clear Communications Draft and distribute updates to internal teams and stakeholders, maintaining clarity, accuracy, and professionalism. 6. Actively Participate on Bridges Ask probing, relevant questions during bridge calls to drive root cause analysis and ensure progress is being made. 7. Provide Leadership During High-Stress Situations Remain composed under pressure, guiding teams with confidence and making informed decisions in real time. 8. Ensure Post-Incident Activities Are Followed Coordinate post-incident reviews, documentation of findings, and tracking of action items to closure. 9. Maintain Incident Records and Reports Ensure accurate and thorough documentation in
Skill Requirements
2. Proficiency In Servicenow (Snow) Administration And Support
3. Experience With Bmc Remedy And Ca Service Desk Tools
4. Familiarity With Incident Tracking And Reporting
5. Solid Analytical And Problem-Solving Skills
Other Requirements
Incident, Problem, Change Management Strong understanding of ITIL / ITSM processes Incident, Problem, Change Management Monitoring & ticketing tools (ServiceNow preferred) Awareness of infrastructure (network, server, cloud, applications) ITIL certification (preferred)