Major Incident Manager

Major Incident ManagerRole OverviewThe Major Incident Manager is responsible for leading the end-to-end management of high-impact IT incidents, ensuring rapid restoration of critical business services while minimizing business disruption. The role requires strong leadership, communication, stakeholder management, and IT service management expertise.Key Responsibilities

• Lead and coordinate the response to Major Incidents (P1/P2) from identification through service restoration.
• Act as the central point of coordination between technical teams, application teams, infrastructure teams, vendors, business stakeholders, and management.
• Establish and manage Major Incident bridges/calls and ensure effective communication throughout the incident lifecycle.
• Assess incident impact, urgency, business risk, and priority.
• Drive technical teams toward timely resolution and ensure appropriate escalation when required.
• Provide regular and accurate incident updates to senior management and business stakeholders.
• Ensure adherence to defined SLA, OLA, and Major Incident Management processes.
• Coordinate internal and external support teams during critical incidents.
• Maintain clear incident timelines, actions, decisions, and communications.
• Ensure appropriate escalation to management, vendors, and resolver groups.
• Conduct Post-Incident Reviews (PIRs) and identify opportunities for improvement.
• Work with Problem Management teams to ensure recurring incidents are investigated and permanent corrective actions are identified.
• Track and report Major Incident KPIs, including MTTR, incident volume, SLA compliance, escalation effectiveness, and business impact.
• Identify process gaps and drive continuous improvement across Incident and IT Service Management processes.
• Maintain and improve Major Incident Management procedures, runbooks, communication templates, and escalation matrices.
• Support disaster recovery, business continuity, and crisis management activities where required.
• Ensure incidents are properly documented and closed with appropriate approvals and business validation.

Required Skills & Experience

• 2+ years of experience in IT Service Management / Incident Management, with significant experience handling Major Incidents.
• Strong understanding of ITIL Incident Management and ITIL Service Management practices.
• Proven experience managing high-severity incidents in large or complex IT environments.
• Excellent stakeholder and executive communication skills.
• Strong leadership and decision-making abilities, particularly under pressure.
• Experience coordinating cross-functional technical teams.
• Good understanding of infrastructure, applications, networks, cloud, databases, and enterprise IT environments.
• Experience with ITSM tools such as ServiceNow, BMC Remedy, Jira Service Management, or equivalent.
• Strong analytical, problem-solving, and organizational skills.
• Ability to work in a 24x7 support / on-call environment, if required.

Preferred Qualifications

• ITIL Foundation certification; ITIL 4 preferred.
• Experience with ServiceNow or other enterprise ITSM platforms.
• Experience in Problem Management, Change Management, and Service Management.
• Experience working with global teams and third-party vendors.
• Experience in regulated or business-critical environments is an advantage.

Key Performance Indicators (KPIs)

• Major Incident MTTR (Mean Time to Restore).
• Percentage of incidents resolved within SLA.
• Number and frequency of recurring Major Incidents.
• Quality and timeliness of stakeholder communications.
• Effectiveness of escalation and coordination.
• Completion of Post-Incident Reviews within agreed timelines.
• Implementation of corrective and preventive actions.
• Customer/business satisfaction following Major Incidents.

Core Competencies

• Incident Leadership
• Crisis Management
• Stakeholder Management
• Communication & Escalation
• ITIL / ITSM
• Root Cause & Problem Management
• Decision Making
• Conflict Resolution
• Risk Management
• Continuous Service Improvement