Major Incident Manager - Tampa FL - Hybrid Onsite (3 days onsite weekly)
Stellent IT LLC
Major Incident Manager
Tampa FL - Hybrid Onsite (3 days onsite weekly)
12 + Months
Virtual Interview
JD:
Job description:
The Major Incident Manager (MIM) owns end-to-end resolution of Priority 1 and Priority 2 incidents from declaration through closure. Acting as the single point of command, the MIM coordinates technical teams, manages escalations, and ensures executive stakeholders receive clear, timely communications throughout the incident lifecycle. This is a client-facing requiring availability outside standard business hours, including nights, weekends, and holidays.
Key Responsibilities
Own and chair the bridge call, directing resolver teams, setting pace, and driving decisions to resolution
Assess, declare, and classify major incidents; reject or downgrade candidates that do not meet threshold
Assign tasks and coordinate across technical teams spanning network, server, cloud, and database environments
Maintain command and accountability throughout the full incident lifecycle
Manage escalations and engage senior client and Accenture leadership when warranted
Deliver clear stakeholder communications, including executive-level updates calibrated to audience and urgency
Coordinate handoff to Problem Management post-resolution; ensure post-incident reviews (PIRs) are completed
Maintain accurate incident records in ServiceNow throughout
Requirements/Skills
3+ years owning and running major incident bridge calls as the incident commander or strong experience/working knowledge of major incident bridges
Working knowledge of at least one infrastructure domain: networking, server/OS, cloud (AWS/Azure/GCP), database, or storage
Experience managing senior technical and business stakeholders under pressure
Hands-on ServiceNow experience in a production ITSM environment
ITIL Foundation, ITIL v3 or 4
Excellent written and oral communication skills
US-based and authorized to work in the United States
Vivek Kumar
Lead Technical Recruiter
Contact No: View phone number on us.fitly.work
Vacancy posted 1 day ago
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