Manages Severity 1 and business-critical IT incidents from detection through closure. Leads incident bridges, coordinates technical resolver groups and vendors, communicates with stakeholders and executives, and drives rapid service restoration. Facilitates post-incident reviews, root cause analysis, corrective actions, trend analysis, and continuous improvement. Maintains ITSM records, supports governance and audits, and ensures adherence to ITIL incident and problem management processes.
Job description: ITIL Major
Incident Manager (ITIL 3 / ITIL 4)
JD- Major Incident Manager – Job Description
Role Summary
The Major Incident Manager (MIM) is responsible
for the end-to-end management of high‑severity / business‑critical IT
incidents to ensure rapid service restoration with minimal business impact.
The role leads incident bridges, coordinates cross‑functional teams, manages
stakeholder communications, and drives post‑incident reviews aligned with ITIL
Major Incident Management best practices.
Key Responsibilities
Major Incident Handling
- Own and
manage Severity 1 / Major Incidents from detection through closure.
- Initiate
and lead major incident bridges, ensuring clear command and
control.
- Drive
rapid service restoration while maintaining SLA and operational
discipline.
Incident Coordination &
Command
- Coordinate
multiple resolver groups (network, infrastructure, applications, vendors).
- Ensure
clear task ownership, timelines, and escalation paths during incidents.
- Act as
the single point of authority during major incidents to avoid
confusion and duplication.
Stakeholder Communication
- Provide timely, concise, and accurate updates to:
- Business
stakeholders
- Senior
leadership / executives
- Service
owners and customers
- Issue
incident notifications, situation reports, and restoration updates using
agreed communication protocols.
Post‑Incident Review & RCA
- Facilitate Post Incident Reviews (PIRs) and Root Cause Analysis (RCA).
- Track
corrective and preventive actions in collaboration with Problem
Management.
- Ensure
lessons learned are documented and embedded into processes.
Problem & Continuous
Improvement
- Perform
incident trend analysis to identify recurring issues.
- Contribute
to reduction of repeat incidents through known error elimination.
- Recommend
improvements to ITSM processes, monitoring, and response playbooks.
Process & Governance
- Ensure
adherence to ITIL Major Incident Management processes.
- Maintain
accurate incident records within ITSM tools.
- Support
audits, service reviews, and operational governance forums.
Key Skills & Competencies
Technical & Process Skills
- Strong
hands‑on experience in Major Incident Management.
- Deep
understanding of ITIL v3 / ITIL 4 Incident & Problem Management.
- Experience
with ITSM tools such as:
- ServiceNow
- BMC
Remedy
- Jira
Service Management.
Behavioural & Leadership
Skills
- Ability
to operate calmly in high‑pressure, 24x7 environments.
- Strong command,
coordination, and decision‑making skills.
- Excellent
stakeholder management and executive communication capability.
- Analytical
mindset with focus on prevention and service resilience.
Typical KPIs / Success
Measures
- Mean
Time to Restore Service (MTRS).
- SLA
compliance for Major Incidents.
- Reduction
in repeat / recurring incidents.
- Quality
and timeliness of stakeholder communication.
- Effectiveness
of RCA and closure of corrective actions.
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