Major Incident Manager

Worley•Houston, TX

23h•Hybrid

About The Position

The Senior Major Incident Manager holds global ownership and authority for enterprise major incident governance across all operational regions on a 24/7/365 basis. Reporting to the Director of Service Management, this role serves as the ultimate authority for commanding high-impact P1/P2 outages and service degradations within our enterprise IT environment. Based in the Americas, India or Australia, she/he will lead direct reports in international time zones to maintain a unified, round-the-clock crisis response framework. She/he will leverage deep expertise in Managed Service Provider (MSP) governance and vendor management to drive immediate accountability, protecting enterprise uptime during our digital transformation. This full-time position offers flexibility in location across the Americas and APAC regions, allowing the successful candidate to be based at any Worley office within those regions. The role follows a hybrid work model, with an expectation of three days per week in the office.

Requirements

Minimum 7+ years of experience working in large-scale enterprise IT operations or infrastructure.
Minimum 4+ years specifically dedicated to commanding and governing major incidents globally.
Proven experience managing, escalating, and enforcing SLAs through complex third-party vendor networks and Managed Service Providers (MSPs) during high-pressure outages.
Demonstrated success directly managing and developing distributed technical teams across multiple international time zones.
Hands-on proficiency using ServiceNow Incident Management and Major Incident modules.
Strong foundational capability in establishing, calculating, and monitoring ITIL 4 component metrics and modern ITIL v5 lifecycle and digital experience metrics.
Must be located within and legally authorized to work in the Americas region, India or Australia.
Bachelor’s degree.

Nice To Haves

Hands-on experience navigating complex enterprise environments, addressing legacy on-premises systems, SAAS platform-related integrations, and cloud platforms.
ITIL v3/v4 Managing Professional or Strategic Leader certification; familiarity with emerging ITIL v5 concepts such as value co-creation and AI Operations (AIOps).
Basic certifications or operational understanding of AWS, Microsoft Azure, or Google Cloud architecture.

Responsibilities

Own, define, and enforce the global major incident policy across the enterprise.
Act as the senior escalation point for external suppliers, holding MSPs and third-party vendors strictly accountable to contractual SLAs and MTTR targets during live incidents.
Command high-severity restoration calls, seamlessly driving alignment and technical collaboration between internal squads, cloud providers, and legacy MSP technical teams.
Direct, mentor, and align Incident Managers across international time zones to ensure seamless handoffs and standardized execution of the major incident playbook.
Leverage ServiceNow’s Major Incident Management workbench to trigger automated notifications, track resolver engagement, and document restoration workflows in real time.
Author and distribute transparent, business-focused incident updates and impact statements to global leadership under strict time-to-communicate deadlines.
Engage in cross-functional post-incident investigations with vendors and internal teams to map accurate Configuration Items (CIs) in ServiceNow, identify root causes, and prevent recurrence.
Prepare and present monthly operational performance reports to Digital leadership, using advanced ITIL Operational framework metrics to develop trends and provide insights into performance.