Job Summary
We are seeking an experienced Incident Manager to lead and coordinate Major Incident Management (MIM) activities across enterprise IT environments. This role is responsible for driving incident resolution, facilitating communication with stakeholders, coordinating cross-functional teams, and ensuring timely restoration of critical services. The ideal candidate will have a strong understanding of ITSM processes, excellent communication skills, and experience managing major incidents in complex technology environments.

Key Responsibilities
• Lead and coordinate Major Incident Management (MIM) activities to restore critical business services.
• Drive major incident bridge calls and coordinate technical teams with a focus on timely service restoration.
• Communicate incident summaries, business impacts, status updates, and resolution progress to stakeholders at all levels.
• Coordinate with cross-functional IT teams, vendors, and consultants throughout the incident lifecycle.
• Apply ITSM best practices, including Incident, Problem, and Change Management processes.
• Monitor incident trends and identify recurring issues for continuous improvement.
• Escalate critical incidents and ensure appropriate stakeholder engagement.
• Maintain accurate incident documentation and post-incident communications.
• Support root cause analysis and collaborate with Problem Management teams to reduce recurring incidents.
• Utilize Microsoft and collaboration tools to coordinate incident response activities.
• Support operational readiness by participating in nontraditional work schedules aligned with Eastern Time (EST) business hours.

Required Qualifications
• 3-5 years of Major Incident Management (MIM) experience.
• Experience working within IT Service Management (ITSM) environments.
• Strong understanding of ITSM practices, including Incident, Problem, and Change Management.
• Experience coordinating major incident bridge calls and managing cross-functional technical teams.
• Ability to communicate incident summaries, impacts, and status updates to technical and non-technical stakeholders.
• Proven ability to produce clear, concise, and professional written communications.
• High-level understanding of enterprise technologies, including networking, cloud platforms, and application support.
• Excellent verbal and written communication skills.
• Experience collaborating with internal teams, vendors, and external consultants.
• Proficiency with Microsoft Office applications and collaboration tools.
• Strong analytical, organizational, and multitasking skills.
• Flexibility to work nontraditional schedules supporting EST business hours.