Major Incident Manager - IT Service Management

Major Incident Manager - IT Service Management

Locations:
Iselin, NJ;
Massachusetts;
Pittsburgh, PA. 4 days in the office from any of our locations. The 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 drive the timely resolution of major incidents that impact business operations, minimize disruption, ensure transparent communication, and spearhead both immediate and long‑term improvements.

• Lead the end‑to‑end management and resolution of high-impact, high‑priority incidents, coordinating all participating teams to swiftly restore services and minimize business disruption.
• 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.
• 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.
• Facilitate and lead post‑incident reviews (PIRs), root cause analysis (RCA), and the identification of corrective and preventive actions, ensuring lessons learned are logged, tracked, and implemented to reduce incident recurrence.
• Collaborate closely with application owners, infrastructure teams, service desk staff, vendors, and business stakeholders to coordinate incident response and ensure comprehensive incident resolution.
• Monitor incident trends and key performance indicators (KPIs), producing regular reports for leadership that highlight issues, trends, and opportunities for continual service improvement.
• Ensure all major incidents are documented in accordance with audit, regulatory, and internal requirements, maintaining a clear record of actions, communications, and outcomes.
• 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.
• 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. 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 verbal and written communication skills, with an emphasis on delivering clear, concise updates to both technical and non‑technical audiences.
• Demonstrated leadership and stakeholder management abilities, including experience influencing cross‑functional teams in high‑pressure situations.
• Exceptional analytical, organizational, and problem‑solving skills, with a keen attention to detail.
• Ability to remain calm, objective, and focused when working under pressure or during rapidly evolving situations.

• Experience using IT Service Management platforms such as Service Now, BMC Remedy, Cherwell, or similar tools for incident logging, tracking, and communication.
• Familiarity with monitoring and alerting solutions (e.g., Splunk, Dynatrace, Pager Duty, Nagios) and their integration into incident management workflows.
• Understanding of service continuity, disaster recovery, and business impact analysis principles.
• Experience working in regulated industries such as finance, healthcare, or government is highly desired.
• Knowledge of Agile and Dev Ops practices, and how they intersect with incident and change management processes.
• Ability to manage multiple priorities and tasks in a fast‑paced and dynamic environment.
• Strong…