IT Service Manager - Major Incident Management

IT Service Manager Major Incident Management

Experience: 12 15 Years
Role: IT Service Manager
Focus: Major Incident Management / ITSM
100% REMOTE

Job Summary

We are looking for an experienced IT Service Manager with strong expertise in Major Incident Management and IT Service Management (ITSM). The ideal candidate should have hands-on experience managing critical incidents, coordinating cross-functional teams, driving timely resolution, and ensuring effective communication with business and technical stakeholders.

Key Responsibilities

• Lead and manage Major Incidents from identification through resolution and closure.
• Coordinate with Infrastructure, Applications, Network, Cloud, Security, and other technical teams during critical incidents.
• Drive incident bridges, technical discussions, escalation management, and stakeholder communications.
• Ensure timely updates to business stakeholders and senior management throughout the incident lifecycle.
• Perform incident triage, prioritization, escalation, and resolution tracking.
• Conduct Post-Incident Reviews (PIRs) and ensure Root Cause Analysis (RCA) and corrective actions are documented.
• Identify recurring incidents and work with Problem Management teams to prevent future occurrences.
• Ensure adherence to ITIL/ITSM processes, SLAs, and operational standards.
• Work with ServiceNow from the user/functional side for incident management, ticket tracking, reporting, and workflow coordination.
• Monitor service performance and identify opportunities for continuous improvement.
• Maintain effective communication across technical teams, vendors, business users, and leadership.

Required Skills

• 12 15 years of IT experience, with strong IT Service Management experience.
• Proven experience in Major Incident Management.
• Strong understanding of ITIL / ITSM processes.
• Experience working with ServiceNow from the user/functional side.
• Strong incident coordination, escalation, and stakeholder management skills.
• Excellent verbal and written communication skills.
• Ability to remain calm and make decisions under pressure during critical incidents.
• Strong problem-solving, analytical, and organizational skills.
• Experience working with geographically distributed teams and multiple stakeholders.

Preferred

• ITIL certification is preferred.
• Experience managing enterprise-level IT services and critical production environments.
• Experience with Problem Management, Change Management, and Service Level Management.
• Experience coordinating vendors and third-party service providers.