Major Incident Manager - IT Service Management

Major Incident Manager

Description: Four days in the office from any of our locations in RI, Iselin NJ, MA, Pittsburgh PA. Role is not relocation eligible.

Position Summary and Key Requirements: We are seeking a highly organized, decisive, and proactive Major Incident Manager to lead the enterprise response to significant IT incidents. As a critical member of our IT Service Management (ITSM) team, you will be responsible for driving the timely resolution of major incidents that impact business operations, minimizing disruption, ensuring transparent communication, and spearheading both immediate and long-term improvements. This position requires a seasoned professional with a strong background in ITIL-based incident management, excellent leadership and communication skills, and the ability to remain calm and effective in high-pressure situations. The ideal candidate will demonstrate a proven track record of managing complex incidents in large-scale enterprise environments, a strong understanding of best practices, and the ability to collaborate across technical and business teams.

Position Summary: The Major Incident Manager will act as the central authority during critical IT incidents, ensuring effective coordination among all stakeholders, technical teams, and service owners. This role ensures that incidents are resolved efficiently, lessons are learned, and all actions are documented for continuous improvement and regulatory compliance. You will lead post-incident reviews and root cause analysis, champion process improvements, and play a key part in building organizational resilience.

Key Responsibilities

• Incident Coordination & Resolution: Lead the end-to-end management and resolution of high-impact and high-priority incidents, coordinating all participating teams to ensure the swift restoration of services and minimization of business disruption.
• Central Point of Contact: Serve as the primary liaison for all major incident communications, providing timely, accurate, and consistent updates to stakeholders, leadership, and affected business units throughout the incident lifecycle.
• Process Management: Own and continuously improve the enterprise incident management process in alignment with ITIL best practices, ensuring documentation, workflows, and escalation paths are optimized for efficiency and effectiveness.
• Post-Incident Activities: Facilitate and lead post-incident reviews (PIRs), root cause analysis (RCA), and the identification of corrective and preventive actions. Ensure lessons learned are logged, tracked, and implemented to reduce incident recurrence.
• Collaboration: Work closely with application owners, infrastructure teams, service desk staff, vendors, and business stakeholders to coordinate incident response and ensure comprehensive incident resolution.
• Service Monitoring & Reporting: Monitor incident trends and key performance indicators (KPIs), producing regular reports for leadership that highlight issues, trends, and opportunities for continual service improvement.
• Compliance: Ensure all major incidents are documented in accordance with audit, regulatory, and internal requirements, maintaining a clear record of actions, communications, and outcomes.
• On-Call Support: Participate in a 24/7 on-call rotation to provide incident response as required, supporting the organization's ability to respond to incidents at any time.
• Business Continuity & Service Recovery: Support service continuity and disaster recovery planning by collaborating with relevant teams during incidents impacting critical business processes.

Qualifications

Bachelor's degree in Information Technology, Computer Science, or a related field. A combination of education and relevant experience may be considered. Five (5) or more years of experience in IT Service Management, with a solid focus on incident management, problem management, or closely related functions in enterprise environments. Strong knowledge of the ITIL framework is required. ITIL Foundation certification is mandatory; Intermediate or Expert certification is preferred. Proven experience managing major incidents and crisis situations in complex, enterprise-scale IT environments. Excellent verbal and written communication skills, with an emphasis on delivering clear, concise updates to both technical and non-technical audiences. Demonstrated leadership and stakeholder management abilities, including experience influencing cross-functional teams in high-pressure situations. Exceptional analytical, organizational, and problem-solving skills, with a keen attention to detail. Ability to remain calm, objective, and focused when working under pressure or during rapidly evolving situations.

Preferred Skills

Experience using IT Service Management platforms such as ServiceNow, BMC Remedy, Cherwell, or similar tools for incident logging, tracking, and communication. Familiarity with monitoring and alerting solutions (e.g., Splunk, Dynatrace, PagerDuty, Nagios) and their integration into incident management workflows. Understanding of service continuity, disaster recovery, and business impact analysis principles. Experience working in regulated industries such as finance, healthcare, or government is highly desired. Knowledge of Agile and DevOps practices, and how they intersect with incident and change management processes. Ability to manage multiple priorities and tasks in a fast-paced and dynamic environment. Strong documentation and reporting skills, with an ability to communicate technical issues and solutions to non-technical stakeholders.

Key Competencies & Attributes

Leadership: Demonstrates integrity and decisiveness, leading by example and fostering a culture of accountability and resilience. Stakeholder Management: Builds and maintains strong relationships with technical teams, business leaders, and external vendors to ensure effective communication and collaboration during incidents. Continuous Improvement: Seeks feedback, identifies process gaps, and drives enhancements to incident management practices and overall service delivery. Strategic Thinking: Understands the broader impact of IT incidents on business operations and priorities, integrating this awareness into decision-making and escalation processes. Emotional Intelligence: Maintains composure and a solution-oriented mindset during high-stress situations, supporting team members and stakeholders with empathy and professionalism.

A Day in the Life of a Major Incident Manager

A typical day for the Major Incident Manager may involve: Monitoring dashboards and alerts for potential or emerging incidents. Leading and facilitating bridge calls with diverse technical experts to assess and resolve critical issues. Issuing high-priority communications to executive leadership and business stakeholders regarding incident status and expected resolution timelines. Coordinating post-incident reviews, ensuring all contributing factors are thoroughly examined and documented. Reviewing and analyzing incident trends to identify potential risks and areas for proactive improvement. Updating procedures and training materials to reflect best practices and recent lessons learned. Participating in incident response exercises and business continuity drills as needed.

Why Join Our Team?

Our organization is committed to operational excellence and resilient IT service delivery. As a Major Incident Manager, you will play a pivotal role in protecting critical business systems and ensuring the seamless customer experience our clients expect. You'll have the opportunity to work with talented professionals, leverage the latest technologies, and drive meaningful improvements that directly impact the business.

Competitive compensation and benefits package

Opportunities for professional development and leadership growth

Dynamic and inclusive work environment

Access to innovative tools and technologies

Direct involvement in strategic decision-making

Pay Transparency

The salary range for this position is $140,000 - $210,000 per year plus an opportunity to earn an annual discretionary bonus. Actual pay is based on various factors including but not limited to the work location, and relevant skills and experience. We offer competitive pay, comprehensive medical, dental and vision coverage, retirement benefits, maternity/paternity leave, flexible work arrangements, education reimbursement, wellness programs and more.

Equal Employment Opportunity

Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a disability, ethnicity, gender, gender identity or expression, genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague's or a dependent's reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws. At Citizens, we are committed to fostering an inclusive culture that enables all colleagues to bring their best selves to work every day and everyone is expected to be treated with respect and professionalism. Employment decisions are based solely on merit, qualifications, performance and capability.

Why Work for Us

At Citizens, you'll find a customer-centric culture built around helping our customers and giving back to our local communities. When you join our team, you are part of a supportive and collaborative workforce, with access to training and tools to accelerate your potential and maximize your career growth.

Background Check

Any offer of employment is conditioned upon the candidate successfully passing a background check, which may include initial credit, motor vehicle record, public record, prior employment verification, and criminal background checks. Results of the background check are individually reviewed based upon legal requirements imposed by our regulators and with consideration of the nature and gravity of the background history and the job offered. Any offer of employment will include further information. 12/31/2025