Major Incident Manager (1349747)
On-site · Atlanta, Georgia, United States
Job Summary
Lead the end-to-end major incident management lifecycle across enterprise technology services. Coordinate with infrastructure and delivery teams to mitigate unplanned events, assess scope and impact, assign priorities, and drive rapid production restoration. Draft and distribute wide-scale executive summaries and maintain timely, accurate incident timelines and post-incident analyses. Govern the Incident Management Process and provide governance support for leadership paging and incident communication tools. Collaborate effectively with executives and senior leadership, communicating customer/business/technical impact in real time. Participate in scheduled work shifts and rotating on-call coverage to sustain 24x7x365 operations. Maintain organizational knowledge assets and continuously improve processes for quality, stability, and security across the Company's technology services.
Required Qualifications
- Bachelor’s degree in Computer Science or related field, or equivalent professional IT operations experience
- At least five years of IT service management experience
- Experience managing major incident processes
- Experience handling major technology events and drafting executive summary communications
- Strong understanding of incident management best practices and tools
- Excellent analytical, technical, facilitation, and written communication skills
- Ability to learn self-directed regarding incident management processes/tools
- Keen attention to detail and ability to collaborate with executives
- Ability to participate in on-call rotation for 24x7x365 coverage
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