Major Incident Manager

Contract Length: Through EOY to start; likely extension through 2027 (not confirmed through 2028)

Our Fortune 300 client’s acquisition of another energy generation company has added significantly more sites and more regulated-facility complexity than the organization previously managed, while the number of major incident managers covering the combined footprint has gone down.

This is effectively two jobs at once: (1) actively run major incident management across the full combined network — IT and power plant sites — during the gap, and (2) build the standardized MIM process for the merged organization going forward. The two legacy orgs’ incident protocols are currently misaligned and need fast consolidation. This is not a bridge-call seat. Candidates who have only operated inside a mature, stable process someone else built will not be a fit — this role requires someone who has created and implemented processes.

• Lead end-to-end coordination and command of enterprise Major Incidents, ensuring rapid restoration of critical business services across IT and operational (power plant) sites.
• Serve as the central point of coordination during high-severity incidents, facilitating communication across infrastructure, application, networking, security, and business teams.
• Support 24x7 ITOC activities, providing operational leadership during critical events and escalations.
• Drive timely incident resolution through stakeholder communication, escalation management, and decision facilitation.
• Conduct post-incident reviews, identify root causes, and ensure corrective actions are documented and implemented.
• Design and build major incident reporting: create the reports and generate the underlying data behind MIM KPIs and dashboards.
• Partner with IT Operations leadership to mature and unify the Major Incident Management program across the legacy Constellation and Calpine organizations.
• Develop and standardize incident management processes, governance, documentation, and operational standards for the combined enterprise.
• Collaborate with Problem Management, Change Management, Engineering, and Infrastructure teams to reduce recurring incidents and improve service reliability.
• Provide recommendations that strengthen organizational readiness and incident response capability through the Calpine integration and beyond.

• Bachelor's degree in Information Technology, Computer Science, Business, or related field — or equivalent professional experience.
• 7+ years in IT Operations, Major Incident Management, Service Management, or a related discipline.
• 5+ years leading enterprise-level Major Incident response within a large, complex IT environment.
• Direct experience within an ITOC environment (24x7).
• Demonstrated experience establishing, building, or maturing Major Incident Management programs and processes — not solely operating within an existing one.
• Hands‑on daily experience with Service Now, including its Major Incident Management (MIM) module.
• Required experience designing and building major incident reporting: report design, KPI definition, and generating the underlying data — not just consuming dashboards built by others.
• Proven ability to command cross‑functional technical teams during high‑impact production incidents.
• Strong understanding of ITIL Incident Management principles and service management best practices (understanding required; certification not required).
• Excellent communication, facilitation, and executive stakeholder management skills.
• Strong analytical and problem‑solving ability, with a focus on operational excellence and continuous improvement.
• Ability to stay calm under pressure while driving resolution across multiple technical teams simultaneously.

• Experience supporting a large‑scale merger, acquisition, or enterprise integration — particularly harmonizing two orgs' incident processes into one.
• Background in a regulated, highly‑available enterprise environment: utilities/energy/renewables are a natural fit given the new regulated sites, but finance, healthcare, telecom, defense, or government backgrounds are equally worth considering.
• ITIL Foundation or ITIL Managing Professional certification — explicitly a plus, not a requirement.
  
  Note:
  
  avoid over‑indexing on pure ITIL-process candidates who lack hands‑on command experience.
• Knowledge of Problem Management, Change Management, and broader Service Now ITSM workflows.