Job Summary

Major Incident Manager 
Role Summary
The Major Incident Manager is responsible for governing and coordinating the end-toend Major Incident Management (MIM) process for high-severity incidents that 
significantly impact business operations. The role ensures rapid service restoration 
through structured stakeholder engagement, real-time incident governance, decision 
oversight, and adherence to established operational processes.
The Major Incident Manager provides 24x7 lifecycle control, coordinates crossfunctional teams, drives effective communication, and leads post-incident reviews to 
improve service resilience and prevent recurrence

Key Responsibilities

ey Responsibilities
1. Major Incident Governance & Lifecycle Management
• Drive the end-to-end Major Incident lifecycle in accordance with defined 
processes and operating frameworks.
• Validate incident severity, progression, escalation paths, and closure readiness.
• Ensure structured execution across all phases of the incident lifecycle.
• Govern incident timelines, SLA compliance, and restoration objectives.
• Maintain process adherence and operational governance throughout incident 
resolution.
2. 24x7 Incident Coordination & Service Restoration
• Monitor, triage, and manage high-severity incidents on a 24x7 basis.
• Mobilize and coordinate technical, operational, and business teams during 
critical incidents.
• Conduct and manage incident bridge calls to facilitate rapid resolution.
• Drive structured escalation management and controlled decision-making.
• Ensure timely restoration of services while minimizing business impact.
3. Stakeholder Communication & Governance
• Coordinate engagement with all relevant stakeholders throughout the incident 
lifecycle.
• Deliver accurate, timely, and consistent status communications.
Classification: Internal
• Manage executive, customer, and operational communications during major 
incidents.
• Publish incident reports, updates, and resolution summaries.
• Ensure communication standards and governance requirements are 
consistently followed.
4. Resolution Oversight & Decision Management
• Review and validate workaround and resolution strategies.
• Ensure resolution actions align with operational, business, and risk management 
requirements.
• Facilitate collaboration between cross-functional teams to remove blockers and 
accelerate recovery.
• Provide governance and oversight for critical decisions during incident 
management activities.
• Track and govern action plans until service restoration is achieved.
5. Shift Handover & Operational Continuity
• Conduct structured shift handovers to maintain 24x7 incident management 
continuity.
• Ensure comprehensive briefing on: 
o Incident status and current severity
o Business impact assessment
o Actions completed and ongoing activities
o Workaround and resolution progress
o Pending tasks and next steps
o Risks, dependencies, and escalation points
• Ensure explicit ownership transfer and accountability for all open actions.
• Validate handover completeness through standardized templates, incident logs, 
and bridge notes.
• Perform handover reviews to confirm understanding of priorities, action plans, 
and communication cadence.
6. Post-Incident Review & Continuous Improvement
Classification: Internal
• Lead and govern Major Incident Reviews (MIR) and Post-Incident Reviews (PIR).
• Analyze incident trends, Root Cause Analysis (RCA) findings, and SLA 
performance.
• Identify corrective and preventive improvement opportunities.
• Track implementation of improvement actions through closure.
• Drive continuous improvement initiatives to enhance service stability and 
operational resilience.

Skill Requirements

Key Deliverables
• Major Incident governance and lifecycle management.
• High-severity incident coordination and service restoration.
• Executive and stakeholder communication management.
• Incident bridge management and escalation coordination.
• Shift handover governance and operational continuity.
• MIR/PIR facilitation and follow-up actions.
• SLA compliance reporting and service improvement recommendations.
Required Skills & Competencies
• Strong Major Incident Management and IT Service Management (ITSM) expertise.
• Knowledge of ITIL Incident and Major Incident Management processes.
• Excellent stakeholder management and communication skills.
• Strong crisis management and decision-making abilities.
• Experience coordinating cross-functional technical teams.
• Ability to manage high-pressure situations and critical business-impacting 
incidents.
• Strong analytical, governance, and reporting capabilities.
• Experience conducting post-incident reviews and driving continuous 
improvement initiatives.
Operating Model
Classification: Internal
• 24x7 operational support model.
• Structured shift handovers with formal governance checkpoints.
• Continuous stakeholder engagement throughout incident resolution.
• End-to-end oversight from incident initiation through closure and post-incident 
review

Other Requirements