Major Incident Manager

ZENITH INFOTEK LLC•Vancouver, WA

1d•$110,000 - $120,000

About The Position

The Major Incident Manager is responsible for orchestrating and managing high-impact incidents to ensure rapid service restoration and effective communication. This role involves crisis command, stakeholder management, and post-incident analysis to improve future response efforts.

Requirements

Experience in crisis command and incident orchestration.
Ability to lead Major Incident Command Bridges/War Rooms.
Proficiency in coordinating diverse teams (engineering, infrastructure, application, vendors).
Skilled in stakeholder and executive communication, providing clear and concise updates.
Experience managing escalation paths.
Understanding of Problem Management and Root Cause Analysis (RCA) transition.
Experience facilitating Post-Incident Reviews (PIRs).
Knowledge of ITIL Change Management and Emergency Change Requests (ECRs).
Familiarity with tracking KPIs like MTTD, MTRS, and SLA compliance.
Ability to refine incident management playbooks and workflows.

Responsibilities

Instantly invoke the Major Incident Management process upon notification of a Priority 1 (P1) or high-impact Priority 2 (P2) event.
Chair and lead the Major Incident Command Bridge / War Room, coordinating internal engineering, infrastructure, application, and 3rd-party vendor teams.
Maintain absolute focus on service restoration and workarounds rather than immediate root cause analysis.
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.
Ensure seamless transition of the incident to the Problem Management team for Root Cause Analysis (RCA) once service is restored.
Facilitate Post-Incident Review (PIR) sessions to capture timelines, evaluate response effectiveness, and document lessons learned.
Authorize and log Emergency Change Requests (ECRs) required for immediate fixes in compliance with ITIL Change Management.
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.