Major Incident Manager

Job Description – Major Incident Manager

Position Summary

The Major Incident Manager is responsible for managing and coordinating the end-to-end Major Incident Management process to ensure critical incidents are resolved quickly with minimum business impact. The role leads cross-functional technical teams, manages stakeholder communication, drives service restoration, and ensures post-incident actions are completed.

Key Responsibilities

• Own and govern the end-to-end Major Incident Management process.
• Identify, assess, declare, and coordinate major incidents based on defined criteria.
• Lead major incident bridges and coordinate cross-functional technical teams and suppliers.
• Drive timely service restoration and ensure appropriate escalation of critical issues.
• Manage communication with business stakeholders, customers, senior leadership, and technical teams.
• Ensure regular and accurate incident status updates are provided until service restoration.
• Coordinate with Incident, Problem, Change, and technical teams to resolve major incidents.
• Facilitate technical reviews and ensure clear ownership and action tracking.
• Conduct Post-Incident Reviews and ensure Root Cause Analysis and corrective actions are initiated.
• Track recurring major incidents and drive process improvements to prevent recurrence.
• Maintain major incident records, documentation, timelines, and communication logs.
• Support governance, reporting, audit, and continual service improvement activities.
• Required Skills & Experience
• 10+ years of overall experience in IT Operations or IT Service Management.
• 7+ years of experience in Major Incident Management.
• Strong experience in Major Incident Management, Incident Management, or IT Operations.
• Experience managing critical incidents in complex, multi-tower environments.
• Strong stakeholder management, communication, and escalation management skills.
• Ability to coordinate multiple technical teams and suppliers under pressure.