Major Incident Manager - Arlington, VA - Full Time

Major Incident Manager

Onsite - Arlington, VA

Full Time

Incident Communication Responsibilities

• Timely Updates: Ensure accurate and frequent communication during all phases of a major incident (initial alert, ongoing updates, resolution, and closure).
• Audience-Specific Messaging: Tailor communication for different stakeholders-executives, technical teams, business units, and customers.
• Status Reporting: Provide clear, concise incident status reports via email, dashboards, and collaboration tools.
• Escalation Alerts: Notify leadership and impacted teams promptly when SLA breaches or critical impacts are imminent.
• Post-Incident Communication: Share incident summaries, root cause analysis, and lessons learned with stakeholders.
• Communication Channels Management: Maintain and utilize approved channels (e.g., ServiceNow, Teams, Slack, email, SMS) for incident updates.
• Transparency & Consistency: Ensure all communications are aligned, factual, and documented for audit and compliance.

Required Qualifications

• Experience: 5 10 years in incident or IT operations, with hands-on major incident leadership experience. Shift work readiness to support 24 7 365 operational requirements.
• Process & Tools Knowledge: Strong grasp of ITIL (v3 or v4) Major Incident Management frameworks. Proficiency with incident management and ticketing platforms (ServiceNow, Jira, PagerDuty, XMatters, etc.).
• Education & Certifications: Degree in Computer Science, IT, Engineering, or related field. Preferred: ITIL v3/v4 certification; PMP, CISSP, or related credentials.

Best Regards,
Vivek Kumar Yadav
Assistant Manager Recruitment

VBeyond Corporation |