Major Incident Manager

Pracyva; Aarhus; On-site; DKK 700,000 - 900,000; Full time

Job summary

Pracyva is seeking a proactive Major Incident Manager to lead and coordinate critical incidents in a high-demand IT environment. The role emphasizes ITIL-aligned processes, cross-functional coordination, and timely communication with stakeholders.

The candidate will chair Major Incident Management calls, perform trend analysis, and drive problem resolution across service towers, ensuring root cause is identified and actions tracked.

Qualifications

• ITIL framework knowledge and hands-on experience in Incident, Major Incident, Problem, and Change Management in large IT environments.
• Proven track record in incident trend analysis and creating problem tickets for recurring issues.
• Experience managing cross-tower incidents and complex problems; strong service desk understanding.

Responsibilities

• Lead and chair Major Incident Management calls (Business & Technical).
• Coordinate cross-tower incidents to resolution and post-incident reviews.
• Analyze incidents trends; create and track problem tickets for recurring issues.
• Escalate and manage communications with stakeholders and the service desk.

Skills

ITIL Knowledge

Incident Management

Major Incident Mgmt

Problem & Change Mgmt

Communication Skills

Chairing MIM Calls

Job description

• ITIL framework knowledge and operational experience in Incident Management, Major Incident Management, Problem Management & Change Management.
• Worked as Major Incident Manager with hands on experience in chairing MIM (Business & Technical) Calls
• Performs incidents trend analysis, create problem ticket for recurring incidents etc.
• Managed cross tower incidents and complex problems
• Good understanding of Service Desk Operations, Escalation Management
• Good Communication skills – Verbal and Written
• Good Understanding of Application, infra towers and services