Incident and Major Incident Manager-Remote

GlobexPeople • Houston, TX

21h • Remote

About The Position

HIRING…. We are looking for experience for Incident and Major Incident Manager to support our US team via remote. Location: Remote/Residing Houston TX Employment Type: Full-time Independent Contractor Duration: Open-ended contract Shift: US Day Shift (8 hours shift) Equipment: Company Provided Responsibilities: Governance & Leadership Establish and oversee the central MIM pilot for our client. Provide leadership and guidance to Global Process Owners to elevate incident and major incident management practices. Act as a thought leader in refining frameworks, processes, and escalation models for our client’s IT operations. Operational Management Actively manage and coordinate operational activities during Major Incidents, ensuring timely resolution and effective communication across our client’s IT teams and service providers. Handle escalations to Global Process Owners and ensure alignment with our client’s priorities. Collaborate with our client’s IT teams and providers to implement process enhancements that improve incident response and resolution times Analytics & Continuous Improvemen t Develop tools, dashboards, and reporting mechanisms to track incident trends and performance metrics for our client. Identify recurring issues and partner with Global Process Owners to design and implement long-term mitigation strategies. Promote a culture of proactive incident prevention and operational resilience within our client’s environment

Requirements

• Proven experience in Incident Management and Major Incident Management within large-scale IT environments.
• Strong leadership skills with the ability to influence and guide global stakeholders.
• Expertise in ITIL frameworks and best practices for incident management.
• Excellent communication and coordination skills, especially during high-pressure situations.
• Experience in developing reporting tools, dashboards, and performance metrics.
• Ability to identify systemic issues and implement sustainable solutions

Responsibilities

• Establish and oversee the central MIM pilot for our client.
• Provide leadership and guidance to Global Process Owners to elevate incident and major incident management practices.
• Act as a thought leader in refining frameworks, processes, and escalation models for our client’s IT operations.
• Actively manage and coordinate operational activities during Major Incidents, ensuring timely resolution and effective communication across our client’s IT teams and service providers.
• Handle escalations to Global Process Owners and ensure alignment with our client’s priorities.
• Collaborate with our client’s IT teams and providers to implement process enhancements that improve incident response and resolution times
• Develop tools, dashboards, and reporting mechanisms to track incident trends and performance metrics for our client.
• Identify recurring issues and partner with Global Process Owners to design and implement long-term mitigation strategies.
• Promote a culture of proactive incident prevention and operational resilience within our client’s environment

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed