Senior Major Incident Manager - IT Operations & Infrastructure

Consultant I&O, Operations

Job Purpose and Impact

• We are looking for Senior Major Incident Manager with 10+ years of experience leading Sev 1 / Sev 2 incident response in large enterprise environments. Expert in commanding outage bridges, driving rapid service restoration, and delivering clear executive communications using ServiceNow ITSM. Proven in strengthening incident processes, CMDB/service models, and operational resilience. Deliver timely, clear stakeholder and executive communications via ServiceNow. Drive Post‑Incident Reviews, RCAs, and corrective action plans.

Key Accountabilities

• MONITORING INFRASTRUCTURE PERFORMANCE: Monitors network performance to maintain smooth and efficient operations, applying tools to track network traffic, identify issues, and maintain optimal performance. TROUBLESHOOTING & RESOLVING ISSUES: Diagnoses and resolves moderately complex network and hosting problems affecting routers, switches, servers, and communication circuits, including performing root cause analysis and implementing solutions to prevent future occurrences.
• INCIDENT MANAGEMENT: Monitors and responds to network and hosting incidents, outages, and performance alerts, including categorizing issues and coordinating with technical teams for timely resolution. PROTOCOL ANALYSIS: Performs moderately complex protocol analysis to troubleshoot network issues and sustain proper communication between network devices.
• CONFIGURATION & DEPLOYMENT: Partners to configure and deploy new hardware and software while ensuring compatibility with existing systems, including setting up servers, network devices, and other infrastructure components.
• COLLABORATION & COMMUNICATION: Partners with vendors, third party service providers, and internal teams to resolve moderately network issues and improve network performance, providing effective and efficient communication, coordination and timely updates.
• DOCUMENTATION & REPORTING: Documents network issues, resolutions, and performance trends, and provides reports to senior technical personnel and stakeholders to inform decision making and improve network operations.
• BACKUP & DISASTER RECOVERY: Maintains and partners to develop backup and disaster recovery plans to ensure data integrity and availability in case of system failures or data loss.
• PROJECT MANAGEMENT: Co-leads information technology projects, such as system upgrades, migrations, and new implementations, delivering projects on time and within budget.
• AUTOMATION & SCRIPTING: Partners to develop automation scripts and tools to streamline infrastructure management tasks and improve operational efficiency.

Qualifications

• Minimum requirement of 6-9 years of relevant work experience. Typically reflects 5-7 years or more of relevant experience.

Experience Level

Senior Level