Job Description
A Major Incident Manager is responsible for leading coordinating and resolving high severity P1 P2 incidents that have significant business or customer impact The role ensures rapid restoration of service while maintaining clear communication with stakeholders
Key Responsibilities
Own and manage major incidents end to end
Initiate and lead bridge calls or war rooms
Coordinate across IT support teams vendors and business stakeholders
Ensure timely service restoration with minimal business impact
Provide regular structured updates to leadership and customers
Enforce incident management processes ITIL aligned
Drive post incident reviews PIR RCA and track corrective actions
Identify trends and work with teams to prevent recurrence
During an Incident
Assess severity and declare a major incident
Assign clear roles resolver groups communications owner
Remove blockers and keep teams focused
Manage escalation and decision making
Control communication cadence and messaging
After an Incident
Lead RCA post mortem sessions
Ensure corrective and preventive actions are tracked to closure
Share learnings and improve incident response processes
Key Skills
Strong incident command and leadership
Excellent communication and stakeholder management
Deep understanding of IT infrastructure applications and services
Ability to work under pressure and make quick decisions
ITIL ITSM knowledge often ITIL certified
Success Metrics
Mean Time to Restore MTTR
SLA compliance for P1 P2 incidents
Quality and timeliness of stakeholder communication
Reduction in repeat incidents
Effectiveness of RCAs and preventive actions
