Lead the end-to-end Major Incident Management process to restore critical IT services as quickly as possible, minimize business impact, coordinate technical teams, and ensure effective communication with business and leadership stakeholders.
Key Responsibilities
Incident Management
- Review and assess critical incidents and alerts.
- Declare and manage Major Incidents (P1/P2 as applicable).
- Establish and lead incident bridge calls/war rooms.
- Coordinate cross-functional technical teams for rapid resolution.
- Drive service restoration within agreed SLA targets.
Stakeholder Communication
- Act as the single point of contact during major incidents.
- Provide timely updates to customers, business users, management, and leadership teams.
- Ensure communication accuracy, frequency, and consistency throughout the incident lifecycle.
Governance & Compliance
- Ensure adherence to Major Incident Management processes.
- Monitor SLA compliance and escalation timelines.
- Validate emergency change requirements and approvals.
- Maintain incident records and audit-ready documentation.
Post-Incident Activities
- Prepare Major Incident Reports (MIR).
- Conduct Post Incident Reviews (PIR).
- Drive Root Cause Analysis (RCA) with resolver teams.
- Track corrective and preventive actions to closure.
Required Skills
- ITIL Incident Management
- ITIL Problem Management
- ITIL Change Management
- Service Level Management
- ServiceNow ITSM
- Stakeholder Management
- Crisis Communication
- Leadership and Decision Making
- Cross-functional Team Coordination
Qualifications
- Bachelor’s degree in engineering, Computer Science, or related field.
- ITIL Foundation/Intermediate certification preferred.
- Experience in Incident, Problem, and Change Management processes.
- Hands-on experience with ServiceNow or equivalent ITSM tools.
Experience Requirements
7+ years with leadership of enterprise-wide major incidents
Key KPIs
- Major Incident SLA Compliance
- Mean Time to Restore Service (MTRS)
- Communication Timeliness & Accuracy
- RCA Completion within SLA
- Repeat Incident Reduction
- Customer Satisfaction (CSAT) during Major Incidents
- Emergency Change Success Rate