Major Incident Manager

Location:

Canton, MA

Position Context

The Major incident manager is responsible for managing and coordinating the resolution of high-impact incidents that disrupts critical business services. This role ensures rapid recovery of services, clear communication with stakeholders, and continuous improvement of incident management processes.

Key

Roles and Responsibilities

Deep understanding of ITIL process (Incident, Problem, Change Management)

Lead and coordinate the resolution of P1 and P2 incidents.

Drive war room/bridge calls with technical teams and vendors until service restoration.

Ensure incidents are logged, categorized and prioritized correctly in ITSM tools.

Communicate incident progress, impact and resolution timelines to stakeholders in real time.

Prepare and circulate Major incidents Reports or Post Incident Reviews with defined SLAs

Collaborate with teams to identify root causes and prevent recurrence.

Oversee the incident management protocols and processes and guide the team members accordingly

Being accountable for resolving the outage via workaround or permanent fix

Analyze incident trends and provide insights for process improvements

Contribute to developing and maintaining the Major incident management process, documentation and KPIs

Qualifications and Experience

Bachelor's degree in computer science, IT or related field

Certification: ITIL v4 foundational

Experience with tools like Service Now, BMC Remedy or Jira Service Management.

Role Description s:
Major Incident Manager

Experience:

5+ yrs

Location:

Canton| MA Position Context The Major incident manager is responsible for managing and coordinating the resolution of high-impact incidents that disrupts critical business services. This role ensures rapid recovery of services| clear communication with stakeholders| and continuos improvement of incident management processes.

Key

Roles and Responsibilities Deep understanding of ITIL process (Incident| Problem| Change Management)
Lead and coordinate the resolution of P1 and P2 incidents.

Drive war room/bridge calls with technical teams and vendors until service restoration.

Ensure incidents are logged| categorized and prioritized correctly in ITSM tools.

Communicate incident progress| impact and resolution timelines to stakeholders in real time.

Prepare and circulate Major incidents Reports or Post Incident Reviews with defined SLAsCollaborate with teams to identify root causes and prevent recurrence.

Oversee the incident management protocols and processes and guide the team members accordingly

Being accountable for resolving the outage via workaround or permanent fix Analyze incident trends and provide insights for process improvements

Contribute to developing and maintaining the Major incident management process| documentation and KPIsQualifications and Experience Bachelors degree in computer science| IT or related field

Certification: ITIL v4 foundational

Experience with tools like Service Now| BMC Remedy or Jira Service Management Essential

Skills:

Major Incident Manager

Experience:

5+ yrs

Location:

Canton| MA Position Context The Major incident manager is responsible for managing and coordinating the resolution of high-impact incidents that disrupts critical business services. This role ensures rapid recovery of services| clear communication with stakeholders| and continuos improvement of incident management processes.

Key

Roles and Responsibilities Deep understanding of ITIL process (Incident| Problem| Change Management)
Lead and coordinate the resolution of P1 and P2 incidents.

Drive war room/bridge calls with technical teams and vendors until service restoration.

Ensure incidents are logged| categorized and prioritized correctly in ITSM tools.

Communicate incident progress| impact and resolution timelines to stakeholders in real time.

Prepare and circulate Major incidents Reports or Post Incident Reviews with defined SLAsCollaborate with teams to identify root causes and prevent recurrence.

Oversee the incident management protocols and processes and guide the team members accordingly

Being accountable for resolving the outage via workaround or permanent fix Analyze incident trends and provide insights for process improvements

Contribute to developing and maintaining the Major incident management process| documentation and KPIsQualifications and Experience Bachelors degree in computer science| IT or related field

Certification: ITIL v4 foundational

Experience with tools like Service Now| BMC Remedy or Jira Service Management Desirable

Skills:

Diverse Lynx LLC is an Equal Employment Opportunity employer. All qualified applicants will receive due consideration for employment without any discrimination. All applicants will be evaluated solely on the basis of their ability, competence and their proven capability to perform the functions outlined in the corresponding role. We promote and support a diverse workforce across all levels in the company.