Major Incident Manager

Role - Major Incident Manager
Location Vancouver, WA (Onsite from day 1)

Job Summary

1. Crisis Command & Incident Orchestration

• Trigger & Mobilization: Instantly invoke the Major Incident Management process upon notification of a Priority 1 (P1) or high-impact Priority 2 (P2) event.
• Bridge Management: Chair and lead the Major Incident Command Bridge / War Room. Coordinate internal engineering, infrastructure, application, and 3rd-party vendor teams.
• Drive Restoration: Maintain absolute focus on service restoration and workarounds rather than immediate root cause analysis.

2. Stakeholder & Executive Communication

• Broadcast timely, clear, and non-jargon status updates to executive leadership, business unit heads, and key stakeholders at fixed cadences (e.g., every 15 30 minutes).
• Manage escalation paths to engage senior technical leads or external suppliers when resolution stalls.

3. Governance & Post-Incident Management (PIR)

• Hand-off to Problem Management: Ensure seamless transition of the incident to the Problem Management team for Root Cause Analysis (RCA) once service is restored.
• Post-Incident Reviews (PIR): Facilitate PIR sessions to capture timelines, evaluate response effectiveness, and document lessons learned.
• Emergency Changes: Authorize and log Emergency Change Requests (ECRs) required for immediate fixes in compliance with ITIL Change Management.

4. Process & KPI Reporting

• Track key performance indicators, including Mean Time to Detect (MTTD), Mean Time to Restore Service (MTRS), and SLA compliance.
• Continuously refine Major Incident playbooks, escalation matrices, and response workflows.