Major Incident Manager

Major Incident Manager

About the Role

You will lead high-impact incident response efforts across a complex technical environment. You will coordinate cross-functional teams, ensure rapid service restoration, and uphold best-in-class operational standards. This role requires strong leadership, technical proficiency, and deep knowledge of ITIL processes.

What You Will Be Doing

· Lead the end-to-end Incident Management process, including detection, logging, triage, escalation, communication, resolution, and closure.

· Act as the primary Incident Manager on duty during major or high-severity incidents, ensuring swift service restoration and minimal business disruption.

· Provide timely, concise, and accurate incident communications to leadership, stakeholders, and technical teams.

· Drive root cause analysis efforts in partnership with Problem Management and ensure follow-up actions are completed.

· Ensure high-quality incident documentation, including timelines, impact analysis, actions taken, and recovery steps.

· Champion continuous operational improvement, while maintaining full compliance with organizational quality, regulatory, and legal standards.

· Leverage strong technical knowledge to assess complex environments and provide informed updates to leadership as needed.

· Evaluate business impact of IT issues and identify alternative workarounds that reduce disruption.

· Monitor technical and service environments, proactively detecting issues and initiating incident response activities.

· Collaborate with technical teams and business partners to improve service, reduce reoccurring issues, and enhance Data Center Operations performance. · Provide management reporting on service interruptions and their impact on the customer base.

· Support KPI and SLA reporting for High Priority Incident Management.

· Promote ITIL best practices and support ongoing process standardization and improvement initiatives.

· Ensure consistent and effective execution of the High Priority Incident Management process.

What is expected of You

· Requires 3+ years of working experience as an incident analyst/manager in a large, enterprise environment facilitating effectively high priority incident (HPI) calls.

· Must have a solid experience working with teams from different technical platforms and a working knowledge of Data Center automation and monitoring, including service level based monitoring.

· Bachelor's degree in related field.

· In depth knowledge and proven experience in trouble shooting, problem determination, root cause analysis and rapid problem resolution.

· Must be knowledgeable on complex networks, open systems and mainframe computing services.

· Must have a thorough understanding of ITIL; Incident, Problem, Change, Configuration Management principles. · ITIL v3 Foundations certification is required

· Previous retail experience desired.

· Must possess strong leadership abilities and able to lead service restoration efforts across the organization.

· Good understanding of production IT Environment and IT Operations

· Strong communication skills required; written and oral communications.

· Demonstrates a high level of energy, results driven and able to work under pressure.

Disclaimer:

Philtech uses AI to assist with candidate screening, resume parsing, and interview support. Final hiring decisions should always involve human review and judgment.

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