Major Incident Manager

Title: Major Incident Manager

Location: Vancouver, WA (Onsite from day 1)

Duration: Long Term Contract

Job Summary

Crisis Command & Incident Orchestration

Trigger & Mobilization: Instantly invoke the Major Incident Management process upon notification of a Priority 1 (P1) or high-impact Priority 2 (P2) event.

Bridge Management: Chair and lead the Major Incident Command Bridge / War Room. Coordinate internal engineering, infrastructure, application, and 3rd-party vendor teams.

Drive Restoration: Maintain absolute focus on service restoration and workarounds rather than immediate root cause analysis.

Stakeholder & Executive Communication

Broadcast timely, clear, and non-jargon status updates to executive leadership, business unit heads, and key stakeholders at fixed cadences (e.g., every 15 30 minutes).

Manage escalation paths to engage senior technical leads or external suppliers when resolution stalls.

Governance & Post-Incident Management (PIR)

Hand-off to Problem Management: Ensure seamless transition of the incident to the Problem Management team for Root Cause Analysis (RCA) once service is restored.

Post-Incident Reviews (PIR): Facilitate PIR sessions to capture timelines, evaluate response effectiveness, and document lessons learned.

Emergency Changes: Authorize and log Emergency Change Requests (ECRs) required for immediate fixes in compliance with ITIL Change Management.

Process & KPI Reporting

Track key performance indicators, including Mean Time to Detect (MTTD), Mean Time to Restore Service (MTRS), and SLA compliance.

Continuously refine Major Incident playbooks, escalation matrices, and response workflows.