Role Overview
We are looking for an experienced Incident Manager to manage the end-to-end Incident Management process and ensure timely restoration of IT services following incidents. The role will coordinate with technical teams, vendors, business stakeholders, and leadership to minimize business impact and ensure incidents are resolved within agreed SLAs.
Key Responsibilities
Own and manage the end-to-end Incident Management process in accordance with ITIL best practices.
Monitor and manage incidents based on priority, severity, business impact, and urgency.
Lead and coordinate Major Incident Management (MIM) activities.
Act as the central point of coordination during major/high-priority incidents.
Ensure timely communication and regular updates to stakeholders during major incidents.
Coordinate with Infrastructure, Application, Network, Security, Cloud, Service Desk, and third-party teams to restore services.
Ensure incidents are logged, categorized, prioritized, assigned, and progressed appropriately.
Monitor incident SLAs and drive timely resolution or escalation.
Conduct major incident bridge calls and coordinate technical teams during service outages.
Ensure appropriate escalation to management and relevant stakeholders when required.
Prepare and distribute Major Incident Reports / Post-Incident Reports.
Work closely with Problem Management teams to identify recurring incidents and initiate RCA.
Identify opportunities to improve incident response, resolution time, and service availability.
Maintain incident management procedures, escalation matrices, contact lists, and operational documentation.
Track incident trends and provide regular dashboards and management reports.
Coordinate with vendors and service providers for incidents involving third-party services.
Ensure lessons learned from major incidents are captured and implemented.
Required Skills & Experience
5–8 years of experience in Incident Management / IT Service Management / IT Operations.
Strong understanding of ITIL Incident and Major Incident Management processes.
Hands-on experience managing P1/P2 incidents and critical service outages.
Experience coordinating multiple technical teams during high-severity incidents.
Strong understanding of SLA, OLA, escalation, prioritization, and service restoration processes.
Excellent communication and stakeholder management skills.
Ability to remain calm and organized during high-pressure situations.
Strong analytical, problem-solving, and decision-making skills.
Experience with ITSM tools such as ServiceNow, BMC Remedy, Jira Service Management, or equivalent.
Experience preparing Major Incident Reports and coordinating post-incident reviews.
Preferred Qualifications
ITIL Foundation / ITIL 4 certification.
Experience in a 24x7 IT operations or enterprise environment.
Experience with Major Incident Management.
Experience working with global teams and third-party vendors.
Knowledge of Problem, Change, Service Request, and Knowledge Management processes.
Experience with IT operations monitoring and alerting platforms.
Your future duties and responsibilities
Required qualifications to be successful in this role
Together, as owners, let’s turn meaningful insights into action.
Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…
You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.
Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.
You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.
That same commitment to fairness extends to how we use technology. To support our recruitment team, AI tools may be used to help assess applications though they never replace human judgement. All hiring decisions remain entirely in the hands of our recruitment professionals.
Come join our team—one of the largest IT and business consulting services firms in the world.
