The Incident Manager is responsible for governing and executing the end-to-end Incident Management process, ensuring rapid restoration of service, effective coordination during major incidents, and continuous improvement of operational resilience. This role leads Major incident response activities, drives stakeholder communication, ensures process compliance, and partners with technical teams, service owners, vendors, and business stakeholders to minimize business impact and restore services as quickly as possible.

What you will do:

Incident Management Process Governance

• Own and govern the Incident Management process, policies, standards, and procedures.

• Ensure adherence to Incident Management SOPs, audit requirements, and service management best practices.

• Monitor process effectiveness through KPIs, SLAs, and reporting.

• Drive process maturity and continuous improvement initiatives.

Major Incident Management

• Act as the primary point of contact for all major incidents.

• Lead and facilitate major incident bridges, war rooms, and restoration activities.

• Coordinate technical teams, service owners, support groups, and vendors during incident resolution.

• Ensure the appropriate major incident process is followed and address any process deviations.

• Manage incidents through resolution while maintaining focus on business impact and service restoration.

Stakeholder Communication

• Provide timely, accurate, and business-focused communications during service disruptions.

• Deliver executive, business, and technical updates throughout the incident lifecycle.

• Coordinate communication activities across IT leadership, business stakeholders, and support teams.

• Ensure communication standards and templates are consistently followed.

Service Restoration and Operational Excellence

• Drive urgency and accountability during critical service outages.

• Escalate issues appropriately to leadership and vendors when required.

• Facilitate service restoration while balancing risk, speed, and quality.

• Ensure clear ownership of actions and resolution activities.

Incident Analytics and Continuous Improvement

• Analyze incident trends, recurring outages, and operational risks.

• Partner with Problem Management to identify root causes and reduce repeat incidents.

• Develop reporting and dashboards to measure service performance and incident outcomes.

• Recommend preventative actions to improve stability and reduce business impact.

Cross-Functional Collaboration

• Partner with Service Owners, Infrastructure, Security, Application Support, Service Desk, Vendors, and Business Relationship Managers.

• Support changes, releases, crisis management, and business continuity activities as required.

• Foster collaboration and accountability across support teams during critical events

What you need:

• Bachelor's degree in Information Technology, Business, Engineering, or a related field (or equivalent experience).

• ITIL Foundation (v3 or v4) required; advanced ITIL certifications preferred.

• Training in Major Incident Management, Crisis Management, or IT Service Management best practices preferred.

• Training or certification in ServiceNow or other ITSM platforms preferred.

• Continuous training in process improvement, operational excellence, data analysis, and ITSM practices

• 5+ years of experience in IT Service Management, Incident Management, or Service Operations.

• Proven experience leading Major Incident Management processes in a global enterprise environment.

• Experience coordinating cross-functional technical teams during service disruptions and critical outages.

• Experience driving service restoration, escalation management, and executive communications during major incidents.

• Experience working within global, matrixed IT organizations.

• Experience with ServiceNow Incident Management, Major Incident Management, and reporting capabilities.

• Strong understanding of ITIL Incident, Problem, Change, and Service Continuity Management practices.