IT Major Incident Manager

Support Specialist

Job Description

 

We are seeking an experienced IT Major Incident Manager to join our team. This role is ideal for professionals who thrive in high-pressure environments and are passionate about driving rapid resolution to critical IT incidents. 

Key Responsibilities: 

• Lead the end-to-end management of major IT incidents, from initial inception to resolution  

• Coordinate with cross-functional teams to implement effective recovery actions 

• Maintain clear, concise, and timely communication with stakeholders, leadership and impacted users throughout the incident 

• Ensure adherence to incident management processes and SLAs 

• Contribute to continuous improvement of incident management processes and documentation 

• Escalate incidents appropriately and engage senior leadership when required 

• Monitor incident trends and proactively identify potential risks or recurring issues 

• Ensure accurate incident records and timelines are maintained 

• Collaborate with Problem Management to drive long-term fixes and reduce repeat incidents 

• Participate in a rotating shift schedule, including night shifts and weekend cover, to provide 24/7 incident team coverage

Qualifications

• 3 to 5 years of experience in IT incident management, preferably in a similar role  

• Proven ability to lead and manage high-impact incidents in a fast-paced environment 

• Comfortable working in a distributed team with flexible hours 

• Ability to remain calm and focused under pressure, especially during critical outages 

• Understanding of ITIL processes, particularly Incident and Problem Management 

• Excellent communication, coordination, and stakeholder management skills 

• Ability to work under pressure and manage multiple priorities 

• Experience with ITSM tools such as ServiceNow or similar platforms 

Additional Information

Our Benefits

• Flexible working environment
• Volunteer time off
• LinkedIn Learning
• Employee-Assistance-Program (EAP)

NIQ may utilize artificial intelligence (AI) tools at various stages of the recruitment process, including résumé screening, candidate assessments, interview scheduling, job matching, communication support, and certain administrative tasks that help streamline workflows. These tools are intended to improve efficiency and support fair and consistent evaluation based on job-related criteria. All use of AI is governed by NIQ’s principles of fairness, transparency, human oversight, and inclusion. Final hiring decisions are made exclusively by humans. NIQ regularly reviews its AI tools to help mitigate bias and ensure compliance with applicable laws and regulations. If you have questions, require accommodations, or wish to request human review were permitted by law, please contact your local HR representative. For more information, please visit NIQ’s AI Safety Policies and Guiding Principles: https://www.nielseniq.com/global/en/ai-safety-policies.

About NIQ

NIQ is the world’s leading consumer intelligence company, delivering the most complete understanding of consumer buying behavior and revealing new pathways to growth. In 2023, NIQ combined with GfK, bringing together the two industry leaders with unparalleled global reach. With a holistic retail read and the most comprehensive consumer insights—delivered with advanced analytics through state-of-the-art platforms—NIQ delivers the Full View™. NIQ is an Advent International portfolio company with operations in 100+ markets, covering more than 90% of the world’s population.

For more information, visit NIQ.com

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Our commitment to Diversity, Equity, and Inclusion

At NIQ, we are steadfast in our commitment to fostering an inclusive workplace that mirrors the rich diversity of the communities and markets we serve. We believe that embracing a wide range of perspectives drives innovation and excellence.  All employment decisions at NIQ are made without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, marital status, veteran status, or any other characteristic protected by applicable laws. We invite individuals who share our dedication to inclusivity and equity to join us in making a meaningful impact. To learn more about our ongoing efforts in diversity and inclusion, please visit the https://nielseniq.com/global/en/news-center/diversity-inclusion

Experience Level

Mid Level