Job Summary
Role Summary The Major Incident Manager is responsible for leading the end-to-end resolution of critical (P1/P2) incidents that impact business services. This role drives rapid service restoration by coordinating technical teams, vendors, service owners, and business stakeholders while ensuring timely communication, governance, and post-incident review activities. Responsibilities include incident coordination, escalation management, root cause analysis, continuous service improvement, and operational reporting.
Key Responsibilities
Key Responsibilities Incident Management Own and drive the lifecycle of Priority 1 and Priority 2 incidents. Lead war-room/bridge calls during critical service outages. Coordinate resolver groups, vendors, and support teams to expedite recovery. Ensure adherence to Incident Management processes and SLAs. Monitor incident progress and remove roadblocks to resolution. Escalate incidents to senior management when required. Communication & Stakeholder Management Provide timely updates to customers, business stakeholders, and leadership. Manage executive-level communications during major outages. Publish incident notifications, service restoration updates, and closures. Act as the central communication point during critical incidents. Governance & Service Improvement Facilitate post-incident reviews and RCA sessions. Track corrective and preventive actions (CAPA). Identify recurring incidents and initiate Problem Management activities. Analyze incident trends and recommend service improvements. Ensure compliance with ITIL processes and governance standards. Reporting & Metrics Track and report: MTTR (Mean Time to Restore Service) Incident volumes SLA achievement Escalation metrics Problem recurrence trends Prepare weekly/monthly operational reports and executive dashboards.
Skill Requirements
Required Skills Major Incident Management ITIL Foundation / ITIL 4 Certification Incident, Problem, and Change Management Escalation Management ServiceNow or equivalent ITSM tool Root Cause Analysis (RCA) Stakeholder & Executive Communication Vendor Management SLA/KPI Management Leadership under pressure Risk Assessment and Decision Making