Lead end-to-end command and control for major incidents (M1/M2), including bridge leadership, responder coordination, and decision facilitation
Ensure timely major incident declaration, prioritization, and escalation based on business impact and urgency criteria
Direct cross-functional teams (infrastructure, application, network, security, vendors) to drive service restoration
Deliver clear, timely, and audience-appropriate communications to executives, business partners, and technical teams
Execute incident management activities in alignment with ITIL 4 practices and organizational standards
Coordinate with Problem Management to initiate root cause analysis and reduce repeat incidents
Integrate with Change Enablement, Knowledge Management, and Service Operations processes
Lead or contribute to post-incident reviews (PIRs) and after-action reports
Analyze incident trends, response performance, and recurring issues to drive improvements

Bachelor's degree; OR 4 years of relevant education and/or experience
7+ years of experience in IT operations, ITSM, service management, or systems analysis in a large enterprise environment
3+ years of experience leading or coordinating major/critical incident responses
Experience working within formal ITSM frameworks (ITIL) and incident lifecycle processes
Familiarity with Incident Management Tools: Proficiency with incident management platforms for automating workflows, tracking timelines, and streamlining collaboration
Understanding of root cause analysis (RCA) and continuous improvement practices
Strong crisis leadership and decision-making capabilities in high-pressure environments
Experience with SLA management, incident prioritization, and metrics tracking
Ability to maintain audit-ready documentation and standardized workflows
ITSM tools (e.g., ServiceNow – Incident, Major Incident, Problem, Change, CMDB)
Monitoring/observability tools (e.g., Dynatrace, Splunk, Datadog, AppDynamics)
Executive-level verbal and written communication skills

Incident Manager Lead – ACC Commander

Key skills