Jobs → Customer Support → Major Incident Manager

About the Role We are seeking a Major Incident Manager to lead critical incident management processes for a 6+ month contract role. This position requires extensive experience in managing major incidents that impact business operations. Key Responsibilities • Lead Major Incidents from declaration through service restoration • Coordinate technical teams and SI partners during incidents • Drive incident resolution, accountability, and timely escalations • Manage stakeholder communications and incident reporting • Support Problem Management and continual service improvement • Identify opportunities for AI and automation in Incident Management Requirements • 8+ years of experience in Major Incident Management • ITIL Foundation Certification is mandatory • ITIL 4 Practitioner – Incident Management preferred • Strong experience managing critical, business-impacting incidents • Expertise in leading technical and management bridge calls • Experience managing multiple concurrent Major Incidents • Strong knowledge of Incident Management, escalation, prioritization, and service restoration • Experience with ServiceNow or similar ITSM platforms • Strong stakeholder communication and coordination skills • Experience coordinating application, infrastructure, network, database, and cloud teams • SIAM / multi-vendor environment experience preferred