MS National - ITSM - Major Incident Senior Associate - Operate

Major Incident Manager - Job Description 

Job Summary: 

Owns and drives the end-to-end management of Major Incidents impacting SAP & other systems, ensuring rapid service restoration, effective stakeholder communication, and root cause prevention with minimal business disruption. IT Major Incident manager is an influential IT professional who can lead a team of technical IT support team members through troubleshooting and resolution of major incidents. The IT Major Incident Manager is the primary contact to manage high-priority incidents and problems from identification through resolution. You will support the customer-centric view including delivering on service level agreements and the objective of timely, relevant communication to customers. The IT Major Incident Manager leads the coordination of major IT incidents, engaging technical and business resources.  

Key Responsibilities 

Major Incident & Incident Management  

• Lead and manage Major Incidents (P1 / P2) impacting SAP applications and integrations & other systems.  

• Act as the single point of command during major incidents.  

• Ensure adherence to ITIL Major Incident Management processes and SLAs. 

• Initiate, coordinate, and drive bridge calls / war rooms. 

• Ensure rapid triage, impact assessment, and prioritization of incidents. 

• Coordinate resolution across SAP Functional, Technical, BASIS, Infrastructure, Network, Security & application teams. 

• Drive decision-making to restore services quickly while managing business risk. 

• Perform Incident audit to ensure quality and compliance.  

• Willing to be on-call in a rotation with other Incident Managers, to cover any major incidents off-hours, on the weekends, or for vacation coverage  

Communication & Stakeholder Management 

• Provide clear, timely, and accurate communications to business stakeholders and leadership. 

• Issue incident notifications, updates, and resolution summaries. 

• Translate technical SAP issues into business impact language. 

• Manage expectations during prolonged or high-impact incidents. 

• Interface with SAP vendors, hyperscalers (AWS/Azure/GCP), and third-party partners. 

Post-Incident & Problem Management 

• Lead Post Incident Reviews (PIRs) and root cause analysis (RCA). 

• Ensure corrective and preventive actions (CAPA) are identified and tracked. 

• Collaborate with Problem Management to prevent recurrence. 

• Validate permanent fixes and improvement actions. 

Governance, Reporting & Continuous Improvement 

• Define and maintain Major Incident Management runbooks for SAP. 

• Track and report SLA &  KPIs such as: 

• Mean Time to Restore (MTTR) 

• Incident frequency and trends 

• SLA compliance 

• Identify systemic SAP issues and improvement opportunities. 

• Drive automation and monitoring improvements in collaboration with SAP and infrastructure teams. 

Tools & Systems 

• Use ITSM tools such as ServiceNow / Remedy / Jira Service Management. 

• Maintain documentation, incident timelines, and knowledge articles. 

Required Skills & Experience 

Mandatory 

• 6–10 years of experience in ITSM Incident / Major Incident Management. 

• Hands-on experience with ServiceNow or equivalent ITSM tools. 

• Strong leadership under pressure and crisis management skills. 

• Excellent communication and executive-level stakeholder handling. 

• Readiness for 24*7 coverage & support.   

Preferred to have 

• ITIL v3 / ITIL 4 certification. 

• SAP technical or functional background 

• Experience with SAP on cloud platforms (AWS, Azure).