Role Purpose
Provide onsite 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.
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
• 10-15 years in IT Operations.
• Minimum 8 years in Major Incident Management leadership roles.
• Experience working with North American enterprise customers.
Preferred Certifications (Applicable to All Roles)
• ITIL v4 Foundation/Managing Professional
• ServiceNow ITSM
• PMP or PRINCE2 (preferred for Change Manager)
• Lean Six Sigma (desirable)
