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.