Job Description

Job Title: Major Incident Manager 

Skill: Cross Functional Services ITSM

Job Summary:

We are seeking a highly skilled and experienced Major Incident Manager / Communications Lead to serve as the technical and communication bridge during high-impact incidents. This individual will lead major incident response efforts, facilitate cross-functional collaboration, ensure alignment with internal and external stakeholders, and drive timely resolution while maintaining clear, concise communication to executives and customers.

Key Responsibilities:

• Act as the primary point of contact and facilitator during major IT incidents, leading cross-functional technical teams to resolution.
• Drive incident triage, root cause analysis, and service restoration with urgency and accountability.
• Communicate incident status, impact, and next steps clearly and effectively to internal executives and external stakeholders.
• Draft and deliver executive-level incident summaries, communications, and post-mortem reports with clarity and professionalism.
• Engage with customers during major incidents to align on expectations, actions, and progress updates.
• Influence and push technical teams to investigate, diagnose, and resolve issues under pressure.
• Ensure adherence to IT Service Management (ITSM) processes and promote continuous improvement of the incident management lifecycle.
• Collaborate with Problem Management and Service Operations teams for post-incident reviews and long-term solutions.
• Maintain clear documentation of incident timelines, decisions, and actions taken.

Required Qualifications:

• Exceptional verbal and written communication skills, especially in executive and customer-facing scenarios. (Mandatory)
• Ability to work calmly and effectively under pressure, managing multiple stakeholders with professionalism. (Mandatory)
• Strong technical aptitude across infrastructure, applications, and/or cloud environments. (Mandatory)
• Demonstrated ability to influence and drive accountability within technical teams. (Mandatory)
• Excellent analytical and problem-solving skills with a bias toward action and ownership. (Mandatory)
• Proven experience in a similar Incident Management, Technical Lead, or Service Management role in an enterprise IT environment. (Mandatory)
• Strong knowledge of IT Service Management (ITSM) frameworks, with ITIL certification (v3 or v4) required. (Mandatory)

Preferred Qualifications:

• Experience working in environments with strict SLAs and uptime requirements.
• Familiarity with tools such as ServiceNow, PagerDuty, Jira, or other ITSM and incident management platforms.
• Background in operations, engineering, or service delivery is a plus.