Critical Incident Manager

Role Brief: Incident Manager (6-Day Work Week)

We are seeking an experienced Critical Incident Manager (CIM) to lead the management and resolution of high-priority incidents impacting End User Computing (EUC) services across the organization. This role serves as the command center during critical outages, ensuring rapid service restoration, effective stakeholder communication, and minimal business disruption.

The ideal candidate will possess a strong understanding of EUC technologies, IT infrastructure, workplace services, and Major Incident Management processes. They will collaborate with cross-functional technical teams, service providers, senior leadership, and business stakeholders to drive resolution efforts while maintaining operational stability and exceptional customer experience.

Key Responsibilities

Major Incident Management

• Lead and manage Major Incidents impacting End User Computing services, ensuring rapid restoration of business-critical services.
• Serve as the central point of coordination during Priority 1 (P1) and Priority 2 (P2) incidents.
• Assess incident severity, business impact, and urgency to drive appropriate response actions.
• Coordinate technical teams, service providers, and stakeholders throughout the incident lifecycle.
• Ensure incidents are identified, logged, categorized, prioritized, escalated, and resolved in accordance with defined SLAs.

EUC Service Operations

• Support incidents related to: Endpoint devices (Windows, macOS, Laptops, desktops), Virtual Desktop Infrastructure (VDI), Microsoft 365 services, Collaboration platforms (Teams, Outlook, SharePoint), Identity & Access Management, Workplace technologies and end-user services, Device management platforms such as Intune, SCCM, Workspace ONE, etc.

Stakeholder Communication

• Act as the primary communication lead during major incidents.
• Provide timely, accurate, and business-focused updates to executives, leadership teams, customers, vendors, and internal stakeholders.
• Conduct incident bridges and facilitate collaboration between technical and business teams.
• Ensure transparent communication throughout incident resolution and recovery activities.

Service Restoration & Business Continuity

• Drive teams toward quick service restoration while minimizing business impact.
• Ensure adherence to incident response procedures, escalation matrices, and recovery plans.
• Support business continuity initiatives and operational resilience programs.
• Make informed decisions during high-pressure situations to accelerate recovery efforts.

Problem Management & Continuous Improvement

• Lead post-incident reviews and root cause analysis (RCA) discussions.
• Identify recurring issues and drive preventive and corrective actions.
• Develop and improve Major Incident Management processes, runbooks, and operational playbooks.
• Analyze incident trends and recommend service improvements.

Leadership & Coordination

• Lead cross-functional technical teams without direct reporting authority.
• Coordinate multiple support groups, vendor partners, and service providers.
• Facilitate critical decision-making during service disruptions.
• Ensure all stakeholders understand their roles and responsibilities during incident response activities.

Required Qualifications

• 5-6 years of experience in Major Incident Management, Critical Incident Management, IT Operations, Service Delivery, or EUC Support environments.
• Strong understanding of End User Computing technologies and enterprise workplace services.
• Experience managing high-severity incidents in large enterprise environments.
• Hands-on experience with ITSM platforms such as ServiceNow, Remedy, or similar tools.
• Excellent understanding of Incident Management, Problem Management, Change Management, and Service Operations processes.
• Knowledge of ITIL framework and best practices.

Technical Skills

• End User Computing (EUC) Services
• Microsoft 365 Suite
• Windows Operating Systems
• Microsoft Intune / Endpoint Management
• SCCM / MECM
• Active Directory & Azure AD
• VDI Technologies (Citrix, VMware Horizon, Azure Virtual Desktop)
• IT Infrastructure & Networking Fundamentals
• IT Service Management (ITSM)
• Incident Response & Escalation Management
• Business Continuity & Disaster Recovery

Soft Skills & Competencies

• Excellent crisis and major incident management skills.
• Ability to remain calm and composed under pressure.
• Strong executive-level communication and presentation skills.