Major Incident Manager - ITIL & ITSM

Role: Major Incident Manager - ITIL & ITSM

Work Model: Hybrid – 3 Days per Week Onsite

Experience Required: 7+ Years

Position Summary

We are seeking an experienced Major Incident Manager (MIM) to lead critical incident management activities and ensure rapid restoration of IT services. The ideal candidate will possess strong ITIL knowledge, excellent communication skills, and proven experience managing high-severity incidents in enterprise environments.

This role requires coordinating technical teams, business stakeholders, and leadership during major incidents, acting as the central point of communication, driving incident resolution, and facilitating continuous service improvement.

Key Responsibilities

Incident Coordination & Management

• Lead and manage Major Incident (MI) bridge calls to ensure effective and timely incident resolution.

• Coordinate with technical support teams, business stakeholders, vendors, and management throughout the incident lifecycle.

• Prioritize incident response activities and ensure all required resources are engaged to restore services quickly.

• Establish clear ownership, accountability, and escalation paths during major incidents.

• Drive incidents to successful resolution while minimizing business impact.

Scribe & Documentation Responsibilities

• Serve as the designated scribe during major incident calls.

• Accurately document discussions, actions, decisions, timelines, and resolution activities.

• Maintain a detailed and organized incident log throughout the lifecycle of each incident.

• Ensure incident records are updated in real time and available to all relevant stakeholders.

Communication Management

• Develop and distribute timely, accurate, and audience-appropriate incident communications.

• Provide regular status updates to executives, business leaders, technical teams, and customers as required.

• Manage communication templates, distribution lists, and incident notification processes.

• Ensure communication consistency, clarity, and professionalism during high-pressure situations.

Post-Incident Review & Problem Management

• Facilitate post-incident review (PIR) meetings.

• Conduct root cause discussions with technical teams and stakeholders.

• Document lessons learned, corrective actions, and process improvement opportunities.

• Track remediation items and ensure follow-through on improvement initiatives.

Monitoring & Reporting

• Monitor, track, and report on major incident metrics, trends, service impacts, and resolution effectiveness.

• Prepare executive-level reports and dashboards highlighting incident performance.

• Provide regular updates to management regarding incident trends, risks, and critical issues.

Continuous Improvement

• Identify opportunities to improve incident management processes, procedures, and governance.

• Implement industry best practices and ITIL-aligned service management processes.

• Stay current with ITSM trends, tools, and emerging incident management methodologies.

• Contribute to process optimization initiatives across the IT Service Management organization.

Required Qualifications

• Minimum 7 years of experience in a Major Incident Management, Incident Response, or IT Operations role.

• Strong understanding of ITIL frameworks, processes, and incident management best practices.

• Proven experience leading high-priority and enterprise-wide incident calls.

• Excellent verbal and written communication skills with the ability to communicate effectively with both technical and non-technical audiences.

• Strong stakeholder management and coordination capabilities.

• Demonstrated ability to remain calm and effective under pressure.

• Exceptional organizational skills and attention to detail.

• Strong analytical and problem-solving skills.

• Experience creating executive incident communications and status reporting.