Lead the coordination and command of major incidents (e.g., M1/M2 or P1/P2) impacting production systems and business services
Assess incident severity based on business impact, urgency, and scope; activate and manage the major incident process
Facilitate incident bridge calls, coordinate cross-functional response teams, and ensure clear ownership of actions
Coordinate technical teams across infrastructure, applications, cloud, network, and security domains to restore services quickly
Ensure prioritization of service restoration and business continuity, including the use of workarounds when appropriate
Track incident progress, risks, actions, and dependencies; ensure accountability and execution discipline
Serve as the single point of contact for all major incident communications
Facilitate post-incident reviews, including timelines, root cause insights, and lessons learned
Partner with Problem Management to ensure root cause analysis and corrective actions are documented and tracked
Ensure adherence to ITIL/ITSM processes, policies, and audit requirements
Collaborate with Service Desk, Change Enablement, Problem Management, and Service Level Management to improve service delivery
Ensure risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures

Bachelor's degree; OR 4 years of relevant education and/or experience
5+ years of experience in IT operations, ITSM, service desk, NOC, or production support environments
Minimum 2+ years of experience directly managing or coordinating major/high-severity incidents in an enterprise environment
Broad understanding of enterprise IT environments, including: Application support and distributed systems, Infrastructure (servers, storage, virtualization), Networking fundamentals (TCP/IP, DNS, connectivity), Cloud platforms (AWS, Azure, GCP)
Experience with ITSM tools (e.g., ServiceNow) for incident tracking, reporting, and workflow management
Familiarity with monitoring/observability tools and alerting frameworks
Proven experience leading bridge calls, managing escalations, and coordinating resolution across multiple technical teams
Experience working within environments governed by SLAs/OLAs and formal service management processes
Experience supporting post-incident reviews and operational improvement initiatives
Excellent communication and writing skills to relay information or instructions to stakeholders and team members

Senior Incident Manager

Key skills