Major Incident Manager (MIM)

Job Description

We are looking for an experienced Major Incident Manager (MIM) to manage and coordinate the resolution of critical IT incidents impacting business operations. The candidate will be responsible for leading major incident calls, coordinating technical teams, communicating with stakeholders, and ensuring incidents are resolved within agreed SLAs.

The ideal candidate should have strong experience in Major Incident Management, ITIL, Incident Management, ServiceNow, SLA management, and stakeholder communication.

Key Responsibilities

• Lead and manage Major/Critical IT Incidents from identification through resolution.
• Act as the central point of contact during major incidents.
• Coordinate with application, infrastructure, network, cloud, database, security, and other technical teams.
• Initiate and manage major incident bridge calls and war rooms.
• Ensure timely escalation and engagement of appropriate technical teams and vendors.
• Track incident progress and ensure resolution within defined SLA/OLA timelines.
• Provide regular and clear status updates to business stakeholders and management.
• Maintain accurate incident timelines, actions, decisions, and communications.
• Work with technical teams to identify root cause and support RCA (Root Cause Analysis) activities.
• Coordinate post-incident reviews and identify corrective and preventive actions.
• Monitor recurring incidents and identify opportunities for service improvement.
• Maintain major incident documentation, reports, and dashboards.
• Ensure adherence to ITIL processes and organizational incident management procedures.

Required Skills

• 5+ years of experience in IT Service Management / Major Incident Management.
• Strong hands-on experience managing P1/P2 or critical production incidents.
• Experience with ServiceNow or similar ITSM tools.
• Strong knowledge of ITIL Incident Management processes.
• Experience with SLA, OLA, escalation, and priority management.
• Strong stakeholder and communication skills.
• Experience coordinating multiple technical teams during high-pressure situations.
• Ability to manage incident bridges/war rooms effectively.
• Good understanding of IT infrastructure, applications, cloud, network, and database environments.
• Experience with incident reporting and RCA coordination.

Preferred Qualifications

• ITIL Foundation certification preferred.
• ServiceNow experience is highly desirable.
• Experience in enterprise IT environments or managed services.
• Experience working with global teams and offshore/onshore support teams.
• Strong analytical, problem-solving, and decision-making skills.

Ideal Candidate Titles

• Major Incident Manager
• Major Incident Management Lead
• Incident Manager
• IT Incident Manager
• Service Management Lead
• IT Service Delivery Manager
• Major Incident Coordinator
• ITSM Consultant
• Service Operations Manager

Key Skills

Major Incident Management | Incident Management | ITIL | ServiceNow | P1/P2 Incidents | SLA/OLA | RCA | Escalation Management | War Room | Stakeholder Management | Service Management | ITSM