Job Summary

Job Title: Major Incident Manager

Job Summary

We are seeking a highly motivated and experienced Major Incident Manager to lead the end-to-end management of critical IT incidents impacting business services and customers for a Global Logistics Client. The ideal candidate will be responsible for driving rapid service restoration, coordinating cross-functional technical teams, ensuring effective stakeholder communication, and facilitating post-incident reviews to improve service resilience.

Key Responsibilities

• Lead and coordinate Priority 1 and Priority 2 incidents to ensure rapid service restoration.
• Drive major incident bridges and facilitate collaboration across technical and business teams.
• Act as the single point of contact for all major incident communications and escalations.
• Provide timely status updates to stakeholders, leadership, and impacted customers.
• Assess business impact and ensure appropriate prioritization and escalation of incidents.
• Maintain command and control throughout the incident lifecycle until resolution.
• Facilitate post-incident reviews and drive Root Cause Analysis completion.
• Track and govern corrective actions to prevent recurrence of major incidents.
• Monitor incident trends and drive continuous service improvement initiatives.
• Ensure adherence to ITIL processes, operational governance, and service management standards.

Required Skills

• Strong expertise in ITIL Incident, Problem, and Change Management processes.
• Proven experience managing critical production outages in enterprise environments.
• Excellent stakeholder management and executive communication skills.
• Strong leadership and coordination abilities during high-pressure situations.
• Ability to make quick decisions and drive resolution during service disruptions.
• Experience with ITSM platforms such as ServiceNow, Remedy, or Jira Service Management.
• Strong analytical and problem-solving capabilities with a focus on business impact.
• Ability to effectively coordinate global support teams, vendors, and technology partners.
• Excellent verbal, written, and presentation skills.
• Strong focus on operational excellence, continuous improvement, and customer experience.

Preferred Skills

• ITIL Foundation certification (mandatory); advanced ITIL certifications preferred.
• Experience in Cloud, Infrastructure, Network, Application, or Digital Operations environments.
• Experience managing incidents across global and 24x7 support models.

Experience

• 5+ years of experience in IT Operations, Service Management, Incident Management, or Production Support.
• Minimum 2+ years of direct Major Incident Management experience.
• Experience working in 24x7 operational environments.

Why Join Us?

• Opportunity to manage mission-critical enterprise services.
• Exposure to senior leadership and global stakeholders.
• Lead operational excellence and service reliability initiatives.
• Work in a collaborative, fast-paced, and technology-driven environment.

Key Responsibilities

Job Title: Major Incident Management

Job Summary

We are seeking a highly motivated and experienced Major Incident Manager to lead the end-to-end management of critical IT incidents impacting business services and customers for a Global Logistics Client. The ideal candidate will be responsible for driving rapid service restoration, coordinating cross-functional technical teams, ensuring effective stakeholder communication, and facilitating post-incident reviews to improve service resilience.

Key Responsibilities

• Lead and coordinate Priority 1 and Priority 2 incidents to ensure rapid service restoration.
• Drive major incident bridges and facilitate collaboration across technical and business teams.
• Act as the single point of contact for all major incident communications and escalations.
• Provide timely status updates to stakeholders, leadership, and impacted customers.
• Assess business impact and ensure appropriate prioritization and escalation of incidents.
• Maintain command and control throughout the incident lifecycle until resolution.
• Facilitate post-incident reviews and drive Root Cause Analysis completion.
• Track and govern corrective actions to prevent recurrence of major incidents.
• Monitor incident trends and drive continuous service improvement initiatives.
• Ensure adherence to ITIL processes, operational governance, and service management standards.

Required Skills

• Strong expertise in ITIL Incident, Problem, and Change Management processes.
• Proven experience managing critical production outages in enterprise environments.
• Excellent stakeholder management and executive communication skills.
• Strong leadership and coordination abilities during high-pressure situations.
• Ability to make quick decisions and drive resolution during service disruptions.
• Experience with ITSM platforms such as ServiceNow, Remedy, or Jira Service Management.
• Strong analytical and problem-solving capabilities with a focus on business impact.
• Ability to effectively coordinate global support teams, vendors, and technology partners.
• Excellent verbal, written, and presentation skills.
• Strong focus on operational excellence, continuous improvement, and customer experience.

Preferred Skills

• ITIL Foundation certification (mandatory); advanced ITIL certifications preferred.
• Experience in Cloud, Infrastructure, Network, Application, or Digital Operations environments.
• Experience managing incidents across global and 24x7 support models.

Experience

• 5+ years of experience in IT Operations, Service Management, Incident Management, or Production Support.
• Minimum 2+ years of direct Major Incident Management experience.
• Experience working in 24x7 operational environments.

Why Join Us?

• Opportunity to manage mission-critical enterprise services.
• Exposure to senior leadership and global stakeholders.
• Lead operational excellence and service reliability initiatives.
• Work in a collaborative, fast-paced, and technology-driven environment.

Skill Requirements

Job Title: Major Incident Manager

Job Summary

We are seeking a highly motivated and experienced Major Incident Manager to lead the end-to-end management of critical IT incidents impacting business services and customers for a Global Logistics Client. The ideal candidate will be responsible for driving rapid service restoration, coordinating cross-functional technical teams, ensuring effective stakeholder communication, and facilitating post-incident reviews to improve service resilience.

Key Responsibilities

• Lead and coordinate Priority 1 and Priority 2 incidents to ensure rapid service restoration.
• Drive major incident bridges and facilitate collaboration across technical and business teams.
• Act as the single point of contact for all major incident communications and escalations.
• Provide timely status updates to stakeholders, leadership, and impacted customers.
• Assess business impact and ensure appropriate prioritization and escalation of incidents.
• Maintain command and control throughout the incident lifecycle until resolution.
• Facilitate post-incident reviews and drive Root Cause Analysis completion.
• Track and govern corrective actions to prevent recurrence of major incidents.
• Monitor incident trends and drive continuous service improvement initiatives.
• Ensure adherence to ITIL processes, operational governance, and service management standards.

Required Skills

• Strong expertise in ITIL Incident, Problem, and Change Management processes.
• Proven experience managing critical production outages in enterprise environments.
• Excellent stakeholder management and executive communication skills.
• Strong leadership and coordination abilities during high-pressure situations.
• Ability to make quick decisions and drive resolution during service disruptions.
• Experience with ITSM platforms such as ServiceNow, Remedy, or Jira Service Management.
• Strong analytical and problem-solving capabilities with a focus on business impact.
• Ability to effectively coordinate global support teams, vendors, and technology partners.
• Excellent verbal, written, and presentation skills.
• Strong focus on operational excellence, continuous improvement, and customer experience.

Preferred Skills

• ITIL Foundation certification (mandatory); advanced ITIL certifications preferred.
• Experience in Cloud, Infrastructure, Network, Application, or Digital Operations environments.
• Experience managing incidents across global and 24x7 support models.

Experience

• 5+ years of experience in IT Operations, Service Management, Incident Management, or Production Support.
• Minimum 2+ years of direct Major Incident Management experience.
• Experience working in 24x7 operational environments.

Why Join Us?

• Opportunity to manage mission-critical enterprise services.
• Exposure to senior leadership and global stakeholders.
• Lead operational excellence and service reliability initiatives.
• Work in a collaborative, fast-paced, and technology-driven environment.

Other Requirements

Job Title: Major Incident Manager

Job Summary

We are seeking a highly motivated and experienced Major Incident Manager to lead the end-to-end management of critical IT incidents impacting business services and customers for a Global Logistics Client. The ideal candidate will be responsible for driving rapid service restoration, coordinating cross-functional technical teams, ensuring effective stakeholder communication, and facilitating post-incident reviews to improve service resilience.

Key Responsibilities

• Lead and coordinate Priority 1 and Priority 2 incidents to ensure rapid service restoration.
• Drive major incident bridges and facilitate collaboration across technical and business teams.
• Act as the single point of contact for all major incident communications and escalations.
• Provide timely status updates to stakeholders, leadership, and impacted customers.
• Assess business impact and ensure appropriate prioritization and escalation of incidents.
• Maintain command and control throughout the incident lifecycle until resolution.
• Facilitate post-incident reviews and drive Root Cause Analysis completion.
• Track and govern corrective actions to prevent recurrence of major incidents.
• Monitor incident trends and drive continuous service improvement initiatives.
• Ensure adherence to ITIL processes, operational governance, and service management standards.

Required Skills

• Strong expertise in ITIL Incident, Problem, and Change Management processes.
• Proven experience managing critical production outages in enterprise environments.
• Excellent stakeholder management and executive communication skills.
• Strong leadership and coordination abilities during high-pressure situations.
• Ability to make quick decisions and drive resolution during service disruptions.
• Experience with ITSM platforms such as ServiceNow, Remedy, or Jira Service Management.
• Strong analytical and problem-solving capabilities with a focus on business impact.
• Ability to effectively coordinate global support teams, vendors, and technology partners.
• Excellent verbal, written, and presentation skills.
• Strong focus on operational excellence, continuous improvement, and customer experience.

Preferred Skills

• ITIL Foundation certification (mandatory); advanced ITIL certifications preferred.
• Experience in Cloud, Infrastructure, Network, Application, or Digital Operations environments.
• Experience managing incidents across global and 24x7 support models.

Experience

• 5+ years of experience in IT Operations, Service Management, Incident Management, or Production Support.
• Minimum 2+ years of direct Major Incident Management experience.
• Experience working in 24x7 operational environments.

Why Join Us?

• Opportunity to manage mission-critical enterprise services.
• Exposure to senior leadership and global stakeholders.
• Lead operational excellence and service reliability initiatives.
• Work in a collaborative, fast-paced, and technology-driven environment.