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# Major Incident Manager

- **Company:** SRI Tech Solutions Inc.
- **Location:** Princeton, NJ, United States
- **Experience:** Expert
- **Contract:** Permanent contract
- **Skills:** Information Technology Operations, PRINCE2, Servicenow
- **Published:** October 15, 2026
- **Apply:** https://www.dice.com/job-detail/9d6748aa-a98e-42a2-bcc2-df5279f2b8d5

## About the Role

* 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)

## Description

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.