ITIL Major Incident Manager

Job description:  ITIL Major Incident Manager (ITIL 3 / ITIL 4)

JD- Major Incident Manager – Job Description

Role Summary

The Major Incident Manager (MIM) is responsible for the end-to-end management of high‑severity / business‑critical IT incidents to ensure rapid service restoration with minimal business impact. The role leads incident bridges, coordinates cross‑functional teams, manages stakeholder communications, and drives post‑incident reviews aligned with ITIL Major Incident Management best practices.

Key Responsibilities

Major Incident Handling

• Own and manage Severity 1 / Major Incidents from detection through closure.
  
• Initiate and lead major incident bridges, ensuring clear command and control.
  
• Drive rapid service restoration while maintaining SLA and operational discipline.
  

Incident Coordination & Command

• Coordinate multiple resolver groups (network, infrastructure, applications, vendors).
  
• Ensure clear task ownership, timelines, and escalation paths during incidents.
  
• Act as the single point of authority during major incidents to avoid confusion and duplication.
  

Stakeholder Communication

• Provide timely, concise, and accurate updates to:
  
• Business stakeholders
  
• Senior leadership / executives
  
• Service owners and customers
  
• Issue incident notifications, situation reports, and restoration updates using agreed communication protocols.
  

Post‑Incident Review & RCA

• Facilitate Post Incident Reviews (PIRs) and Root Cause Analysis (RCA).
  
• Track corrective and preventive actions in collaboration with Problem Management.
  
• Ensure lessons learned are documented and embedded into processes.
  

Problem & Continuous Improvement

• Perform incident trend analysis to identify recurring issues.
  
• Contribute to reduction of repeat incidents through known error elimination.
  
• Recommend improvements to ITSM processes, monitoring, and response playbooks.
  

Process & Governance

• Ensure adherence to ITIL Major Incident Management processes.
  
• Maintain accurate incident records within ITSM tools.
  
• Support audits, service reviews, and operational governance forums.
  

Key Skills & Competencies

Technical & Process Skills

• Strong hands‑on experience in Major Incident Management.
  
• Deep understanding of ITIL v3 / ITIL 4 Incident & Problem Management.
  
• Experience with ITSM tools such as:
  
• ServiceNow
  
• BMC Remedy
  
• Jira Service Management.
  

Behavioural & Leadership Skills

• Ability to operate calmly in high‑pressure, 24x7 environments.
  
• Strong command, coordination, and decision‑making skills.
  
• Excellent stakeholder management and executive communication capability.
  
• Analytical mindset with focus on prevention and service resilience.
  

Typical KPIs / Success Measures

• Mean Time to Restore Service (MTRS).
  
• SLA compliance for Major Incidents.
  
• Reduction in repeat / recurring incidents.
  
• Quality and timeliness of stakeholder communication.
  
• Effectiveness of RCA and closure of corrective actions.