| Location | Canton, MA |
Location: Canton, MA
Position Context
The Major incident manager is responsible for managing and coordinating the resolution of high-impact incidents that disrupts critical business services. This role ensures rapid recovery of services, clear communication with stakeholders, and continuous improvement of incident management processes.
Key Roles and Responsibilities
Qualifications and Experience
Role Descriptions: Major Incident ManagerExperience: 5+ yrsLocation: Canton| MAPosition ContextThe Major incident manager is responsible for managing and coordinating the resolution of high-impact incidents that disrupts critical business services. This role ensures rapid recovery of services| clear communication with stakeholders| and continuos improvement of incident management processes.Key Roles and ResponsibilitiesDeep understanding of ITIL process (Incident| Problem| Change Management)Lead and coordinate the resolution of P1 and P2 incidents.Drive war room/bridge calls with technical teams and vendors until service restoration.Ensure incidents are logged| categorized and prioritized correctly in ITSM tools.Communicate incident progress| impact and resolution timelines to stakeholders in real time.Prepare and circulate Major incidents Reports or Post Incident Reviews with defined SLAsCollaborate with teams to identify root causes and prevent recurrence.Oversee the incident management protocols and processes and guide the team members accordinglyBeing accountable for resolving the outage via workaround or permanent fixAnalyze incident trends and provide insights for process improvementsContribute to developing and maintaining the Major incident management process| documentation and KPIsQualifications and ExperienceBachelors degree in computer science| IT or related fieldCertification: ITIL v4 foundationalExperience with tools like ServiceNow| BMC Remedy or Jira Service Management Essential Skills: Major Incident ManagerExperience: 5+ yrsLocation: Canton| MAPosition ContextThe Major incident manager is responsible for managing and coordinating the resolution of high-impact incidents that disrupts critical business services. This role ensures rapid recovery of services| clear communication with stakeholders| and continuos improvement of incident management processes.Key Roles and ResponsibilitiesDeep understanding of ITIL process (Incident| Problem| Change Management)Lead and coordinate the resolution of P1 and P2 incidents.Drive war room/bridge calls with technical teams and vendors until service restoration.Ensure incidents are logged| categorized and prioritized correctly in ITSM tools.Communicate incident progress| impact and resolution timelines to stakeholders in real time.Prepare and circulate Major incidents Reports or Post Incident Reviews with defined SLAsCollaborate with teams to identify root causes and prevent recurrence.Oversee the incident management protocols and processes and guide the team members accordinglyBeing accountable for resolving the outage via workaround or permanent fixAnalyze incident trends and provide insights for process improvementsContribute to developing and maintaining the Major incident management process| documentation and KPIsQualifications and ExperienceBachelors degree in computer science| IT or related fieldCertification: ITIL v4 foundationalExperience with tools like ServiceNow| BMC Remedy or Jira Service Management Desirable Skills:
Diverse Lynx LLC is an Equal Employment Opportunity employer. All qualified applicants will receive due consideration for employment without any discrimination. All applicants will be evaluated solely on the basis of their ability, competence and their proven capability to perform the functions outlined in the corresponding role. We promote and support a diverse workforce across all levels in the company.