What You'll Do:

Major Incident Management (Facilitation)

• Lead and coordinate Major Incident (P1) response end-to-end, ensuring timely restoration of services and minimal business disruption
• Act as the central command point during incidents, driving collaboration across technical teams, vendors, and stakeholders
• Facilitate rapid response (SWAT / critical response P2) activities to prevent escalation and mitigate business impact
• Make real time decisions under pressure, including escalation to leadership when required
• Ensure adherence to incident management standards, SLAs, and governance practices
• Partner with teams to proactively identify and respond to service degradation
• Leverage ServiceNow to manage and prioritize incidents
• Utilize CMDB insights to assess business service impact and prioritize resolution efforts
• Identify patterns and risks that could lead to major incidents and drive preventative actions
• Provide clear, concise, and timely communications to technical teams, business stakeholders, and executive leadership during incidents
• Build trust through strong stakeholder engagement, ensuring transparency in status, impact, and resolution timelines
• Act as a liaison between business, IT, and vendors during critical events
• Produce high-quality Incident Summary Reports (ISR) and facilitate effective transition to Problem Management
• Participate in and facilitate Post-Incident Reviews (PIRs) to ensure root cause identification and prevent recurrence
• Analyze incident trends and performance metrics to identify improvement opportunities
• Drive improvements in:
  • Mean Time to Restore (MTTR)
  • Major incident reduction
  • SLA adherence
  • Incident quality and documentation
• Participate in a 24x7 on-call rotation within a global support model, with potential transition to a 6am–6pm shift schedule
• Collaborate with Vendor Management to ensure alignment to incident response expectations and SLAs
• While this role is primarily operational with a focus on Incident Management, the individual is expected to support across all ITSM areas, including but not limited to Request, Problem, Change, Business Continuity and CMDB, demonstrating versatility skill set.

What You'll Bring:

• College diploma or university degree in business administration, information systems, or a related field, or equivalent experience
• 3-5 years of related experience
• Significant experience in Major Incident Management within large enterprises, preferably with hands-on experience in ServiceNow and ITIL frameworks
• Demonstrated expertise in leading major incidents, SWAT initiatives
• Solid understanding of ITIL practices, particularly Incident, Problem, and Change Management
• Demonstrated strength in conflict resolution, effectively guiding and influencing teams to reach positive outcomes while fostering strong, collaborative partnerships
• Strong analytical and problem-solving skills, with a pragmatic approach to incident resolution
• Excellent communication skills, including the ability to write clearly and succinctly across a variety of communication settings and styles
• Proven ability to organize and plan effectively to meet both short- and long-term objectives, with a strong focus on incident management excellence
• Ability to build positive working relationships across all levels within the organization and externally with partners, fostering trust and collaboration
• Experience working with large-scale environments with complex, matrixed organizations
• Ability to operate independently, with a strong focus on delivering results in high-pressure situations
• Demonstrate calmness under pressure and strong situational leadership