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. 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.