Major Incident Manager

Provide onsite leadership for critical business-impacting incidents and act as the primary customer-facing Major Incident Manager.

Key Responsibilities

• Own mission-critical incidents impacting business operations.

• Lead executive communication with client leadership and stakeholders.

• Coordinate global resolver teams across infrastructure, cloud, networks, applications, and workplace services.

• Drive rapid service restoration and business impact mitigation.

• Manage incident escalations and command-center activities.

• Conduct executive-level incident reviews and reporting.

• Identify operational improvement opportunities and drive remediation plans.

• Support customer governance and service review meetings.

• Advanced Major Incident Management experience.

• Strong customer-facing and executive presentation skills.

• Experience managing complex global incidents.

• ITIL certification preferred.

• ServiceNow expertise required.

Experience

• 10-15 years in IT Operations.

• Minimum 8 years in Major Incident Management leadership roles.

• Experience working with North American enterprise customers.

Preferred Certifications (Applicable to All Roles)

• ITIL v4 Foundation/Managing Professional

• ServiceNow ITSM

• PMP or PRINCE2 (preferred for Change Manager)

• Lean Six Sigma (desirable)