Company
Technology
ServiceIntegration&ManagementMajorIncidentManager
“Service Integration & Management - Major Incident Manager. Skills: Major Incident Management, IT Service Management, Process Improvement. Manage Major Incidents (P1/P2) from detection through resolution. Manage service restoration”
What You'll Achieve.
Rapid service restoration; Continued process maturity; Reduce business impact
Industry & Context.
Root Cause Analysis; Incident classification
What They're Looking For.
Must Have
Bachelor’s degree in Information Technology, Computer Science, Engineering, or related discipline, ITIL v3/v4 Foundation certification, 4–6 years in Major Incident Management, IT Service Management, or IT Operations roles, Proven experience managing P1/P2 incidents in a complex, multi-vendor or SIAM-based environment, Hands-on experience leading incident bridges, Hands-on experience coordinating cross-functional technical teams, Hands-on experience driving rapid service restoration, Demonstrated ability to communicate effectively with business stakeholders, senior leadership, and executive management during high-impact incidents, Experience leading Post Incident Reviews (PIRs), Experience facilitating Root Cause Analysis (RCA) sessions, Understanding of ITIL processes, Experience preparing process performance reports, Experience reviewing KPIs/SLAs, Experience driving continual service improvement initiatives, Exposure to audit, compliance, and governance requirements within IT Service Management, Hands-on experience with ITSM tools
Nice to Have
Master's degree (MBA/MS in IT, Systems, or Operations Management), ITIL Managing Professional or Intermediate (Operational Support & Analysis) certification, SIAM Foundation/Professional certification, Additional certifications in IT Service Management, ISO/IEC 20000, or IT governance frameworks, Experience working in global delivery models, Experience working in cross-cultural environments
What You'll Do.
Manage Major Incidents (P1/P2) from detection through resolution
Manage service restoration
Coordinate across internal teams
Coordinate across multiple vendors
Coordinate across external service providers
Assess business impact
Classify incidents correctly
Provide clear communications to business stakeholders
Provide timely communications to business stakeholders
Provide consistent communications to business stakeholders
Provide clear communications to IT leadership
Provide timely communications to IT leadership
Provide consistent communications to IT leadership
Provide clear communications to executive management
Provide timely communications to executive management
Provide consistent communications to executive management
Lead Post Incident Reviews (PIRs)
Facilitate Post Incident Reviews (PIRs)
Lead Root Cause Analysis (RCA)
Facilitate Root Cause Analysis (RCA)
Review periodic metrics
Take action to enforce process and standards
Ensure continued process maturity
Produce Process Performance Reports
Extend support for Process audits
Extend support for Process assessments
Monitor effectiveness of ITSM tool
Ensure ITSM tool alignment to process execution
Collaborate with Problem teams
Collaborate with Change teams
Collaborate with Service Level teams
Collaborate with Service Operations teams
Reduce business impact
Conduct workshops to identify process deficiencies
Conduct workshops to assess process deficiencies
Conduct workshops to address process deficiencies
Ensure common understanding of process intention
Ensure common understanding of process operation
Ensure organization understands process guidelines
Ensure individual associates understand process guidelines
Ensure organization follows process guidelines
Ensure individual associates follow process guidelines
How You'll Work.
Team & Collaboration
Cross-functional technical teams; Internal teams; Multiple vendors; External service providers; Problem teams; Change teams; Service Level teams; Service Operations teams
Communication Scope
Stakeholder communication; Executive communication; Business communication
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