Job Summary
Role Summary
We are seeking an experienced Incident, Major Incident & Swarming Manager to lead the end-to-end Incident Management function for a global IT services environment. The role combines operational governance, major incident command, stakeholder communication, cross-functional collaboration, and swarming leadership to ensure rapid service restoration, strong SLA performance, reduced ticket ageing, and continuous service improvement.
The successful candidate will serve as the central coordination point for operational incidents, major incidents, and collaborative swarming activities while driving accountability across support towers, vendors, and business stakeholders.
Key Responsibilities
- Own and govern the Incident Management process across all support towers.
- Monitor incident queues, SLA compliance, backlog management, and ticket ageing.
- Ensure timely triage, categorization, prioritization, assignment, and escalation of incidents.
- Drive incident resolution through effective coordination with resolver groups.
- Analyze incident trends and identify opportunities for service improvement.
- Conduct operational reviews and governance meetings.
- Ensure accuracy and quality of incident records within the ITSM platform.
- Collaborate with Problem Management teams to eliminate recurring incidents.
Major Incident Management (P1/P2)
- Act as the Single Point of Accountability for Priority 1 and Priority 2 incidents.
- Validate, declare, and coordinate Major Incidents.
- Lead war room and bridge calls involving technical teams, vendors, and business stakeholders.
- Drive rapid restoration of critical business services.
- Manage communication during major incidents, including executive and customer updates.
- Coordinate technical recovery activities and escalation paths.
- Lead post-incident reviews and Major Incident Reports (MIRs).
- Track and govern Root Cause Analysis (RCA) completion and corrective actions.
- Maintain Major Incident playbooks, procedures, and governance standards.
Swarming
- Lead the Swarming function for complex, ageing, recurring, and escalated incidents.
- Facilitate collaborative troubleshooting sessions involving SMEs across infrastructure, applications, cloud, SAP, security, workplace, and third-party vendors.
- Eliminate ticket bouncing and accelerate resolution times.
- Drive ownership and accountability during swarming sessions.
- Manage tickets approaching SLA breach thresholds.
- Coordinate SME engagement and escalation management.
- Drive knowledge sharing, documentation, and shift-left initiatives.
- Maintain and govern the SME matrix and escalation framework.
Operational Governance
- Publish daily, weekly, and monthly operational reports.
- Monitor and improve:
- SLA Compliance
- MTTR (Mean Time to Resolve)
- Major Incident Recovery Times
- Backlog Reduction
- Aged Ticket Performance
- Ticket Bounce Rate
- Swarming Effectiveness
- Support Service Reviews, CAB meetings, Operational Reviews, and Executive Governance forums.
- Identify continual service improvement opportunities and drive implementation.
Skill Requirements
Technical & Process Skills
- ITIL Incident Management
- Major Incident Management
- Problem Management
- ServiceNow / Remedy / Helix
- SLA & KPI Governance
- Operational Reporting & Analytics
- Escalation Management
- Risk & Issue Management
- Knowledge Management
Leadership Skills
- Crisis Management
- Stakeholder Management
- Executive Communication
- Vendor Management
- Cross-Functional Team Leadership
- Facilitation & Conflict Resolution
- Decision Making Under Pressure
Other Requirements
Desired Experience 2–4 years of IT Service Management experience. Minimum 1 years managing Major Incidents within a global enterprise environment. Experience supporting retail, manufacturing, logistics, SAP, cloud, infrastructure, workplace, or managed