Major Incident Manager in Seattle WA | Remote

Amtex Systems Inc is an information technology and talent solutions company offering talent and BI consulting to the companies in US for over 25 years.

Our solutions are designed to fill resource gaps, by providing the right candidates who deliver value to the organization. Our propensity to nurture and build strong relationships with our clients helps us better understand their business demands and gives us the ability to provide services that are on time and rise above the rest.

Major Incident Manager

Location:  Seattle WA | Remote 

Job Description:

The Major Incident Manager (MIM) is responsible for end‑to‑end ownership of Major (P1/P2) incidents impacting an Airlines Client’s critical operations. The role leads high‑severity incident bridges, drives rapid service restoration, and ensures clear, executive‑level communication during outages. The ideal candidate brings strong airline domain expertise combined with a solid technical background.

Key Responsibilities

• Lead and command Major Incident bridges, ensuring disciplined execution and fast service restoration.
• Coordinate SMEs, engineering teams, service owners, and vendors during critical outages.
• Assess and communicate airline operational impact (flight operations, crew systems, airport systems, customer‑facing platforms).
• Provide clear, executive‑ready updates on impact, ETA, risks, and mitigation actions.
• Lead Post‑Incident Reviews and Problem Management to prevent recurrence.
• Drive continuous improvement and automation within Incident Management processes.

Required Qualifications

• Senior‑level experience in Major Incident Management within the Airlines / Aviation industry.
• Strong technical background, preferably in one or more of the following areas:
  • Network / Infrastructure / Compute
  • Azure or Cloud Platforms (Azure preferred)
  • Airlines Application Development or Application Support
• Strong understanding of airline operations and mission‑critical systems.
• Hands‑on experience with ITIL Incident, Problem, and Continual Service Improvement (CSI) processes.
• Proven expertise running high‑pressure Major Incident bridges.
• Proficiency with ITSM tools (ServiceNow, Cherwell, or similar).
• Excellent communication and leadership skills; comfortable engaging senior executives.
• Willingness to participate in rotational on‑call (nights/weekends) support.