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Incident Manager – Major Incident
3 hours ago
We are hiring an experienced Incident Manager to lead Major Incident Management for business‑critical systems operating in a 24/7 enterprise environment. The role focuses on rapid service restoration , stakeholder communication , and continuous reduction of recurring incidents . Key Responsibilities Lead and control high‑severity / Major Incidents end to end Manage incident bridges and coordinate multi‑team resolution efforts Ensure adherence to ITIL Major Incident Management processes Drive Root Cause Analysis (RCA) and post‑incident reviews Perform incident trend analysis and reduce repeat incidents Maintain Known Error Database (KEDB) Provide clear, concise updates to senior stakeholders Ensure incidents are resolved within SLA targets Core Skills & Experience Strong ITIL‑based Major Incident Management experience Proven ability to manage high‑pressure, business‑critical incidents Experience in enterprise / global IT operations Excellent command, coordination, and stakeholder communication skills Hands‑on experience with ITSM tools such as ServiceNow , BMC Remedy , or Jira Service Management Strong RCA, problem identification, and continuous improvement mindset Qualifications ITIL 4 Foundation (mandatory) 5+ years’ experience in IT Service Operations / Incident Management #J-18808-Ljbffr
