Lead Incident Management Job Deerfield area,Illinois USA,IT/Tech

6+ years of IT Service Management experience with a minimum of 3 years in a dedicated Major Incident
Management or Incident Commander role in a large enterprise (Fortune 500 / FTSE 100 equivalent complexity).
ITIL 4 Managing Professional or ITIL 4 Specialist:
High Velocity IT certification
Demonstrable experience managing Azure platform incidents: working knowledge of Azure Monitor,
Azure Service Health, Log Analytics, Application Insights, and Microsoft support escalation paths.
Proven ability to command high-pressure P1 incidents involving 20+ stakeholders across technical and
executive levels simultaneously
Expert-level proficiency in Service Now ITSM, including Incident, Problem, Change modules and
Strong data analysis skills: ability to analyze incident trends, build KPI dashboards, and present
actionable insights to senior leadership.
Major Incident Command & Coordination
Serve as the single accountable owner for all P1 and P2 major incidents across on premises
and Azure-hosted services, from initial declaration through resolution and post-incident closure.
Convene and chair live incident bridge calls and virtual war rooms using Microsoft Teams,
coordinating across 10+ internal technical resolver groups, managed service partners,
Drive swift triage by leveraging Azure Service Health, Resource Health, and Azure Monitor dashboards
to rapidly establish scope, affected services, and blast radius within the first 15 minutes of an incident.
Make and enforce escalation decisions, including engaging Microsoft CSS P1 Severity A support cases
and activating DR runbooks where service restoration via normal means is not achievable within RTO.
Maintain clear, timely, and audience-appropriate stakeholder communications throughout the
incident lifecycle, including CEO/CISO executive briefings for business-critical outages.
Facilitate structured blameless Post-Incident Reviews (PIRs) within agreed SLAs (P1: 48 hours.
P2: 5 business days); produce high-quality PIR reports consumed by CTO and Board Technology Committee.
Own the incident action item registry; chair weekly SIP (Service Improvement Plan) reviews to ensure
commitments are delivered on time and to quality.
Identify systemic incident patterns through trend analysis using Service Now and Log Analytics.
collaborate with Problem Management to drive root cause elimination for repeat incidents.
Define, track, and report on enterprise incident management KPIs: MTTD, MTTR, incident recurrence rate
,SLA compliance, and customer impact hours — presented to IT leadership in monthly operational reviews.
Process Ownership & ITSM Governance
Own, maintain, and continuously improve the enterprise Major Incident Management process, policy,
playbooks, and runbooks aligned to ITIL 4 and the organization’s IT Risk and Control Framework.
Define and govern the incident severity classification matrix and escalation decision tree.
ensure co nsistent adoption across all IT towers and managed service partners.
Maintain and test the enterprise crisis communication framework, including stakeholder
notification trees, bridge protocols, and executive communication templates.
Collaborate with Change Management to ensure CAB processes adequately assess change-
induced incident risk; maintain correlation tracking between changes and incidents.

Azure Operations & Cloud Incident Specifics

Develop and maintain Azure-specific incident playbooks covering platform scenarios:
AKS node/pod failures, Azure SQL failover events, Express Route circuit drops, Azure Active Directory
(Entra ) authentication outages, and Azure region-wide service incidents.
Maintain working relationships with Microsoft TAM (Technical Account Manager) and
Azure Rapid Response team: ensure escalation paths to Microsoft CSS are exercised and SLAs understood.
Monitor Azure Service Health and Microsoft 365 Service Health Dashboard proactively.
initiate pre-emptive incident declarations for advisory/degraded-service notifications affecting business-criticalservices.
Participate in Azure Operational Reviews with Cloud Platform and SRE teams to identify observability
gaps, alerting blind spots, and runbook deficiencies before they manifest as major…