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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Major Incident Manager - **Company:** Worley Group, Inc - **Location:** Houston, TX, United States - **Experience:** Expert - **Salary:** $115,000.0 - $140,000.0 - **Contract:** Permanent contract - **Skills:** Artificial Intelligence, Amazon Web Services, Microsoft Azure, Software as a Service, Cloud Computing, Configuration Management Databases, Cyber Security, Data Migration, Systems Integration, Google Cloud, Mttr, Information Technology, Tools for Reporting, Servicenow - **Published:** September 24, 2026 - **Apply:** https://jobs.localjobnetwork.com/apply/add/88417023/1 ## About the Role * Overall IT Experience: Minimum 7+ years of experience working in large-scale enterprise IT operations or infrastructure. * MIM Core Experience: Minimum 4+ years specifically dedicated to commanding and governing major incidents globally. * Vendor & MSP Governance: Proven experience managing, escalating, and enforcing SLAs through complex third-party vendor networks and Managed Service Providers (MSPs) during high-pressure outages. * Global Leadership: Demonstrated success directly managing and developing distributed technical teams across multiple international time zones. * ServiceNow Competency: Hands-on proficiency using ServiceNow Incident Management and Major Incident modules. * Framework Metrics Mastery: Strong foundational capability in establishing, calculating, and monitoring ITIL 4 component metrics and modern ITIL v5 lifecycle and digital experience metrics. * Geographic Target: Must be located within and legally authorized to work in the Americas region, India or Australia., * Bachelor's degree. Preferred: * Technical Acumen: Hands-on experience navigating complex enterprise environments, addressing legacy on-premises systems, SAAS platform-related integrations, and cloud platforms. * ITIL Certification: ITIL v3/v4 Managing Professional or Strategic Leader certification; familiarity with emerging ITIL v5 concepts such as value co-creation and AI Operations (AIOps). * Cloud Foundations: Basic certifications or operational understanding of AWS, Microsoft Azure, or Google Cloud architecture. ## Description The Senior Major Incident Manager holds global ownership and authority for enterprise major incident governance across all operational regions on a 24/7/365 basis. Reporting to the Director of Service Management, this role serves as the ultimate authority for commanding high-impact P1/P2 outages and service degradations within our enterprise IT environment. Based in the Americas, India or Australia, she/he will lead direct reports in international time zones to maintain a unified, round-the-clock crisis response framework. She/he will leverage deep expertise in Managed Service Provider (MSP) governance and vendor management to drive immediate accountability, protecting enterprise uptime during our digital transformation.This full-time position offers flexibility in location across the Americas and APAC regions, allowing the successful candidate to be based at any Worley office within those regions. The role follows a hybrid work model, with an expectation of three days per week in the office. Responsibilities: * Governance: Own, define, and enforce the global major incident policy across the enterprise. * MSP & Vendor Escalation: Act as the senior escalation point for external suppliers, holding MSPs and third-party vendors strictly accountable to contractual SLAs and MTTR targets during live incidents. * Multi-Vendor Orchestration: Command high-severity restoration calls, seamlessly driving alignment and technical collaboration between internal squads, cloud providers, and legacy MSP technical teams. * Global Team Leadership: Direct, mentor, and align Incident Managers across international time zones to ensure seamless handoffs and standardized execution of the major incident playbook. * ServiceNow Workbench Ownership: Leverage ServiceNow's Major Incident Management workbench to trigger automated notifications, track resolver engagement, and document restoration workflows in real time. * Executive Communications: Author and distribute transparent, business-focused incident updates and impact statements to global leadership under strict time-to-communicate deadlines. * Post-Incident Review (PIR): Engage in cross-functional post-incident investigations with vendors and internal teams to map accurate Configuration Items (CIs) in ServiceNow, identify root causes, and prevent recurrence. * Monthly Leadership Reporting: Prepare and present monthly operational performance reports to Digital leadership, using advanced ITIL Operational framework metrics to develop trends and provide insights into performance. * Success Measures * MIM Actionable CMDB Utilization: High reliance on the CMDB during active bridge calls, enabling rapid impact assessment and accelerating technical troubleshooting. * Rapid Incident-to-Catalog Throughput: Seamless routing of complex major incident workarounds into predefined service request models, accelerating regular request handling speeds and user service restoration post outage. * Incident Data Migration Readiness: Production of clean, standardized major incident records and resolution codes in ServiceNow, lowering data platform overhead and preparing operational datasets for future cloud native reporting tools. * Cross-Domain Incident Alignment: Highly effective emergency collaboration and structured escalation paths established across global End User Services, Platforms, Applications, Information Security, and Network domains. ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [What Developers Get Wrong About Application Quality](https://www.wearedevelopers.com/videos/233-what-developers-get-wrong-about-application-quality) - [The Cloud is Calling: Answer with In-Demand Skills](https://www.wearedevelopers.com/videos/945-the-cloud-is-calling-answer-with-in-demand-skills) - [Robots are coming into the wild! 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