Major Incident Manager

As Major Incident Manager, you will own the response and communication for Marco's highest-severity (P1) incidents across both project delivery and managed support engagements. You are the single point of accountability during a major incident — coordinating technical resources, running the incident bridge, and driving a consistent, proactive communication cadence to customers and internal stakeholders, from declaration through resolution and post-incident review. You are responsible for providing quality services and solutions to our internal and external clients while maintaining a high level of client satisfaction.

ESSENTIAL FUNCTIONS:

• Serve as Incident Commander for all P1/major incidents across both project delivery and managed support engagements, from declaration through resolution.
• Own and enforce the internal and external communication cadence during active major incidents (e.g., status updates every 30–60 minutes) using established templates and channels.
• Determine severity classification and formally declare major incidents based on defined criteria; determine when an incident is stabilized and ready to stand down.
• Coordinate technical resources across project and support teams during a major incident, escalating to leadership when resolution is stalled or at risk.
• Facilitate and lead incident bridges/war rooms, maintaining a clear, time-stamped incident timeline for every active P1.
• Serve as the single point of accountability during active major incidents for executives, service delivery leaders, account teams, and CSMs, ensuring no stakeholder is caught off guard by customer-reported status.
• Lead blameless Post-Incident Reviews (PIR) within 48 hours of resolution, documenting root cause, response timeline, and opportunities to improve future response.
• Partner with Problem Management and Delivery Excellence to track recurring incident patterns across accounts and drive preventive action items to completion.
• Own and continuously refine major incident communication templates, severity criteria, escalation paths, and RACI documentation.
• Track and report major incident metrics (MTTA, MTTR, communication cadence adherence) to leadership on a regular basis.
• Build and maintain strong working relationships across engineering, delivery, support, and account management teams to enable rapid mobilization during a major incident.
• Participate in an on-call rotation as needed to ensure major incident coverage outside standard business hours.

QUALIFICATIONS:

• Bachelor's degree in Information Technology, Business, or related field and 5+ years of experience in IT service delivery, technical support, or project management — including direct experience managing high-severity incidents in an MSP or enterprise IT environment; or equivalent combination of education and experience.
• ITIL Foundation certification required (may be obtained within 6 months of hire). ITIL Specialist: Create, Deliver and Support, or equivalent Incident Management certification, preferred.

REQUIRED SKILLS:

• Crisis Communication — Able to communicate clearly, calmly, and on a fixed cadence to technical and non-technical audiences under pressure, including executives and customers.
• Incident Command / Decisiveness — Comfortable making timely calls on severity, escalation, and stand-down with incomplete information.
• Cross-Functional Coordination — Able to mobilize and direct engineers, delivery leads, and account teams who do not report to this role, across both project and support organizations.
• Technical Fluency — Sufficient understanding of infrastructure, networking, and managed services delivery to follow technical conversations and translate impact for non-technical stakeholders, without needing to perform the technical fix personally.
• Process Discipline — Follows and enforces a defined process consistently, even under pressure to skip steps.
• Documentation — Produces clear, accurate incident timelines, status updates, and post-incident reports.
• Emotion Regulation — Remains calm and clear-headed during high-stress, high-visibility situations.
• Stakeholder Management — Builds trust quickly with executives, customers, and technical staff alike.
• Time Management — Manages multiple concurrent incidents and enforces communication deadlines without prompting.
• Critical Thinking — Synthesizes incomplete, sometimes conflicting information from multiple sources into a clear, accurate status.
• ITIL Process Knowledge — Working knowledge of ITIL incident and problem management practices.

Application Deadline: Accepting applications through September 10, 2026 at 5:00pm CST