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The Major Incident Manager (MIM) is responsible for leading the end-to-end management of business and production-critical incidents impacting Client manufacturing, logistics, and business applications. The role acts as the central command during major outages, driving rapid service restoration, stakeholder communication, escalation management, and post-incident improvements to minimize business impact and ensure operational continuity.

Lead and coordinate Major Incident Management activities for high-priority (P1/P2) incidents across manufacturing, logistics, and enterprise applications.
Act as the Incident Commander during critical outages and service disruptions.
Establish and facilitate incident bridge calls involving support teams, vendors, business stakeholders, and leadership.
Drive rapid service restoration by coordinating technical teams and ensuring timely decision-making.
Provide clear, concise, and timely communication to business stakeholders, management, and executive leadership.
Manage escalations across support towers, application teams, infrastructure teams, and external partners.
Ensure adherence to Major Incident Management processes, governance standards, and SLAs.
Track incident timelines, actions, decisions, and communications throughout the incident lifecycle.
Conduct post-incident reviews (PIRs), Root Cause Analysis (RCA) follow-ups, and lessons-learned sessions.
Identify recurring issues and collaborate with Problem Management teams to drive permanent fixes.
Prepare operational reports, KPI dashboards, and executive summaries for service performance reviews.
Support continuous improvement initiatives to enhance incident response effectiveness and reduce MTTR.

Required Skills & Experience

Education: Bachelor’s or Master’s degree in Computer Science, Information Technology, Information Systems, Engineering, or a related field. ITIL Foundation certification is preferred; advanced ITIL certifications are a plus.
Strong experience in Major Incident Management, Service Operations, Command Center, NOC, or Production Support environments.
Good understanding of ITIL practices, particularly Incident, Problem, Change, and Service Management.
Experience managing global incidents across multiple technology domains.
SNOW, Datadog and Insomnia
Excellent crisis management and decision-making abilities.
Strong stakeholder and executive communication skills.
Ability to lead cross-functional teams under high-pressure situations.
Exceptional facilitation, negotiation, and conflict-resolution skills.
Strong customer-focused and service-oriented mindset.

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