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.

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.

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.