Incident Manager

Role Purpose
Provide on-site leadership for critical business-impacting incidents and act as the primary customer-facing Major Incident Manager.
Key Responsibilities
• Own mission-critical incidents impacting business operations.
• Lead executive communication with client leadership and stakeholders.
• Coordinate global resolver teams across infrastructure, cloud, networks, applications, and workplace services.
• Drive rapid service restoration and business impact mitigation.
• Manage incident escalations and command-center activities.
• Conduct executive-level incident reviews and reporting.
• Identify operational improvement opportunities and drive remediation plans.
• Support customer governance and service review meetings.
Work Schedule & Shift Requirements
• Working an overnight night shift is a strict requirement for this role.
• Must be available to be on-call for weekends once a month.
Required Skills
• Advanced Major Incident Management experience.
• Strong customer-facing and executive presentation skills.
• Experience managing complex global incidents.
• ITIL certification preferred.
• ServiceNow expertise required.
Experience
• 3-7 years in IT Operations.
• Minimum 2-4 years in Major Incident Management leadership roles.
• Experience working with North American enterprise customers.