Major Incident Manager - IT Service Management

Major Incident Manager

4 Days in the office from any of our locations in RI, Iselin NJ, MA, Pittsburgh PA
Role is not relocation eligible.

We are seeking a highly organized, decisive, and proactive Major Incident Manager to lead the enterprise response to significant IT incidents. As a critical member of our IT Service Management (ITSM) team, you will be responsible for driving the timely resolution of major incidents that impact business operations, minimizing disruption, ensuring transparent communication, and spearheading both immediate and long-term improvements.

This position requires a seasoned professional with a strong background in ITIL-based incident management, excellent leadership and communication skills, and the ability to remain calm and effective in high-pressure situations. The ideal candidate will demonstrate a proven track record of managing complex incidents in large-scale enterprise environments, a strong understanding of best practices, and the ability to collaborate across technical and business teams.

The Major Incident Manager will act as the central authority during critical IT incidents, ensuring effective coordination among all stakeholders, technical teams, and service owners. This role ensures that incidents are resolved efficiently, lessons are learned, and all actions are documented for continuous improvement and regulatory compliance. You will lead post-incident reviews and root cause analysis, champion process improvements, and play a key part in building organizational resilience.

• Incident Coordination & Resolution:
  Lead the end-to-end management and resolution of high-impact and high-priority incidents, coordinating all participating teams to ensure the swift restoration of services and minimization of business disruption.
• Central Point of Contact:
  Serve as the primary liaison for all major incident communications, providing timely, accurate, and consistent updates to stakeholders, leadership, and affected business units throughout the incident lifecycle.
• Process Management:
  Own and continuously improve the enterprise incident management process in alignment with ITIL best practices, ensuring documentation, workflows, and escalation paths are optimized for efficiency and effectiveness.
• Post-Incident
  
  Activities:
  
  Facilitate and lead post-incident reviews (PIRs), root cause analysis (RCA), and the identification of corrective and preventive actions. Ensure lessons learned are logged, tracked, and implemented to reduce incident recurrence.
• Collaboration:
  
  Work closely with application owners, infrastructure teams, service desk staff, vendors, and business stakeholders to coordinate incident response and ensure comprehensive incident resolution.
• Service Monitoring & Reporting:
  Monitor incident trends and key performance indicators (KPIs), producing regular reports for leadership that highlight issues, trends, and opportunities for continual service improvement.
• Compliance:
  Ensure all major incidents are documented in accordance with audit, regulatory, and internal requirements, maintaining a clear record of actions, communications, and outcomes.
• On-Call Support:
  Participate in a 24/7 on-call rotation to provide incident response as required, supporting the organization’s ability to respond to incidents at any time.
• Business Continuity & Service Recovery:
  Support service continuity and disaster recovery planning by collaborating with relevant teams during incidents impacting critical business processes.

• Bachelor’s degree in Information Technology, Computer Science, or a related field. A combination of education and relevant experience may be considered.
• Five (5) or more years of experience in IT Service Management, with a solid focus on incident management, problem management, or closely related functions in enterprise environments.
• Strong knowledge of the ITIL framework is required. ITIL Foundation certification is mandatory;
  Intermediate or Expert certification is preferred.
• Proven experience managing major incidents and crisis situations in complex, enterprise-scale IT environments.
• Excellent…