IT - Service Management - Major Incident Manager

JOB TITLE: Major Incident Manager

DEPARTMENT: IT - Service Management

STATUS: Exempt

JOB CODE: 10086

PAY GRADE: 20S

PAY SCALE: $100,500.00 - $106,000.00 Annually

GENERAL DESCRIPTION

As a Major Incident Manager within the IT Operations department, you will manage our Major Incident Management Process across the entire organization. This includes facilitation of technical and application recovery bridges, documenting recovery timelines, executing playbooks for outages, ensuring teams follow incident protocols, and running point on incident communication plans.

The Major Incident Manager will also manage the problem management process. This includes managing post major incident activities of root cause analysis, resulting action items, and updating documentation. 

TASKS, DUTIES, FUNCTIONS

1. Ensuring flawless execution of the incident resolution process, with transparent communication that drives very high levels of internal/external customer satisfaction. 
2. Creating, communicating, and executing the incident response strategy and actions for individual incidents. 
3. Managing resources assigned to the incident and ensures the incident is receiving the proper support to drive resolution as quickly as possible. 
4. Escalating, prioritizing, communicating, and coordinating high severity incidents ensuring adherence to the company’s incident response process. 
5. Addressing incoming escalations from executives regarding the incident. 
6. Ensuring all agreed to operational policies and procedures are adhered to and championing the incident response process in alignment with ITIL processes. 
7. Driving the incident response process from detection through containment and eradication. 
8. Leading the coordination with internal stakeholders through resolution of the incident and root cause analysis. 
9. Closely partnering and collaborating with Infrastructure, Engineering, Operations, Technical Support, and Leadership to ensure alignment across the business. 
10. Leading cross-functional post-incident process reviews to ensure continuous improvement of operations and execution. 
11. Contribute to the improvement of the incident response process based on lessons learned. 
12. Train and mentor staff on the incident response process.
13. Ensures that the Major Incident Management process is documented and updated.
14. Remains updated on the latest industry standards in the Major Incident Management process area.
15. Submits change requests to change management as required to eliminate know problems.
16. Recording, managing, and advancing the problem by escalating to the elevated level expertise, if appropriate, by integrating with change management, incident management, and configuration management.
17. Creating tasks for other IT departments to work on the problem resolution
18. Monitors problem resolution and closure.
19. Analyses historical data to identify and eliminate potential incidents before they occur
20. Develops metrics and reporting requirements and maintains relevant SLA/KPI metrics for both the incident and problem processes.
21. Serve as backup and assistance for other ITSM process owners supporting change, asset and knowledge management.
22. Maintains a thorough understanding of state and federal laws and regulations related to credit union compliance including bank secrecy and anti-money laundering laws appropriate to the position. 
23. Prior experience in a 24x7x365 operations environment. Experience with Mass notification tools desired 
24. Performs other job-related duties as necessary. 

PHYSICAL SKILLS, ABILITIES, AND EXERTION UTILIZED IN THE PERFORMANCE OF THESE TASKS

1. Effective oral and written communication skills required to train, direct, and evaluate staff, diagnose, correct, and log computer projects and problems. 
2. Strong organizational and time management skills; ability to articulate system methodologies and concepts; communicate effectively in providing technical guidance and expertise to other staff 
3. Must possess sufficient manual dexterity to skillfully operate applicable computer hardware, a variety of hand tools and standard office equipment. 

ORGANIZATIONAL CONTACTS & RELATIONSHIPS

1. INTERNAL: All levels of staff and management 
2. EXTERNAL: Vendors 

QUALIFICATIONS

1. EDUCATION: Bachelor’s degree in Computer Science, Management Information Systems or comparable discipline or equivalent work experience. 
2. EXPERIENCE: 

• Bachelor’s degree in IT or related professional experience in field
• 5+ years’ experience in the Information Security field, including operational security monitoring or incident response experience. 
• 3+ years managing, coordinating, and ensuring resolution of security issues. 
• Deep experience leading and responding to complex critical incidents security, availability, or customer experience incidents). 
• Broad information security knowledge, including some familiarity with key regulations and standards relating to security incident response (e.g., PCI-DSS, GDPR, ISO 27001). 
• Ability to manage and constantly triage multiple security incidents, differentiating urgent issues from the merely important. 
• Ability to stand back from a complex problem, logically assess the facts, and formulate a plan of action - even in the worst of situations. 
• Strong operational and services experience in a cloud services delivery environment. 
• Strong technical knowledge of complex systems, ideally in a cloud environment. 
• Strong technical understanding of network fundamentals and common Internet protocols. 
• Strong technical understanding of the information security threat landscape (attack vectors and tools, best practices for securing systems and networks, etc.).
• Superior verbal and written communication skills, including the ability to effectively and clearly communicate complex scenarios to non-technical colleagues.
• Strong ability to prioritize and complete multiple tasks during time critical and high-pressure situations
• Excellent time management, communication, and emotional intelligence skills
• Strong analytical skills to support the synthesis of knowledge and information out of abstract and varying types of data points

PHYSICAL REQUIREMENTS

1. Prolonged sitting throughout the workday to accomplish tasks. 
2. Occasional travel may be required. 
3. Lift and carry communications equipment and computer hardware weighing up to fifty pounds. 
4. Corrected vision in the normal range required to configure, test, and troubleshoot network server hardware and data. 
5. Hearing within normal range. 
6. Must possess sufficient manual dexterity to skillfully operate applicable computer hardware, a variety of hand tools and standard office equipment. 
7. May work additional work hours to accomplish tasks. 

LICENSES/CERTIFICATIONS

1. ITIL Foundation mandatory.

#LI-Hybrid

THIS JOB DESCRIPTION IN NO WAY STATES OR IMPLIES THAT THESE ARE THE ONLY DUTIES TO BE PERFORMED BY THIS EMPLOYEE. HE OR SHE WILL BE REQUIRED TO FOLLOW OTHER INSTRUCTIONS AND TO PERFORM OTHER DUTIES REQUESTED BY HIS OR HER SUPERVISOR THAT ARE WITHIN HIS / HER KNOWLEDGE, SKILL AND ABILITY AS WELL AS HIS / HER MENTAL AND PHYSICAL ABILITIES. 

REV.04/25/2025