Major Incident Manager

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 disrupt critical business services. This role ensures rapid recovery of services, clear communication with stakeholders, and continuous improvement of incident management processes.

• 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.

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.