Major Incident Management

Everscale Group

We are seeking a Major Incident Management. This role assumes a high degree of knowledge of the ServiceNow platform and extensive knowledge of Incident Management processes and procedures. This role is also responsible for participating in the introduction of new and innovative technologies to help businesses of our client increase employee productivity and engagement and increase integration with backend business processes.

  • Manage and lead the end-to-end Major Incident Management service
  • Participate in all projects that impact Incident Management
  • Define Major Incident Management processes and procedures and ensure effective implementation and governance
  • Define and manage KPIs through process compliance, dashboards, and vendor engagement
  • Monitor critical and high-priority incidents to ensure the Service Level Agreements are met
  • Help manage all interfaces that impact Incident Management
  • Effective and timely communication for all major incidents
  • Strong verbal and written communication skills are a requirement for this role.
  • Major Incident Manager will be expected to facilitate with people across multiple teams, engage and interact with leadership at various levels, and should be skilled in dealing with conflict, helping influence and drive people towards a goal or action.
  • Provide training and technical support on the incident management process for users with varying levels of IT knowledge.
  • Analyze incident records to determine any trends and provide analysis of incident data and communication of that to technical groups and business stakeholders.
  • 8 – 10 years of incident management experience in IT
  • Strong understanding of Incident Management methodologies and best practices (ITIL) as well as experience developing and enhancing complex processes.
  • Ability to organize and prioritize workflow and meet established timeframes and deadlines.
  • Self-motivated and proactive individual
  • Strong organizational, interpersonal, analytical, communication, and technical skills are essential.
  • Ability to build and maintain customer relationships, be a team player, meet deadlines, and adjust to changing priorities.
  • Individuals must be highly motivated, results-oriented with keen attention to detail, and able to work in a fast-paced environment.
  • Bachelor’s Degree in Computer Science, Management of Information Systems, or related business discipline(s). Master’s Degree a plus.
  • English fluent.

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