Major Incident Manager

Accenture Southeast Asia; Cyberjaya; On-site; MYR 100,000 - 150,000; Full time

Job summary

A multinational consulting firm is seeking a Major Incident Manager to oversee high-priority incidents affecting critical business services. The ideal candidate will have a strong background in IT infrastructure, exceptional communication skills, and a minimum of 7 years in IT Service Management, including experience with multinational clients. ITIL certification is mandatory. This position is based in Cyberjaya, Malaysia.

Qualifications

• Minimum 7+ years in IT Service Management.
• At least 3 years in Major Incident Management or similar role.
• Experience in multinational environments preferable.

Responsibilities

• Lead the end-to-end management of high-priority incidents.
• Coordinate between technical teams and stakeholders during major incidents.
• Conduct post-incident reviews and drive continuous process improvement.

Skills

Strong understanding of IT infrastructure

Ability to lead high-pressure situations

Exceptional verbal/written English

Strong analytical skills

Experience working with multinational clients

Familiarity with ITSM tools

Education

Bachelor’s degree in IT, Computer Science or related field

ITIL v3/v4 Certification

PMP, CISSP, or cloud certifications (AWS/Azure)

Tools

ServiceNow

Jira

PagerDuty

Job description

Job Purpose:

The Major Incident Manager (MIM) is responsible for leading the end-to-end management of high-priority incidents affecting critical business services for a multinational client. The role ensures rapid restoration of services, minimizes business impact, and drives continuous improvement in incident management processes. The MIM will act as a key liaison between technical teams, business stakeholders, and senior leadership during major incidents.

Key Responsibilities:

Major Incident Management

Lead the identification, classification, escalation, and resolution of major incidents (P1/P2) within defined SLAs.

Act as the central point of command during major incidents, coordinating between technical teams (IT, Network, Cloud, Security), vendors, and business stakeholders.

Ensure timely communication to senior leadership and global stakeholders via incident status reports, bridge calls, and post-incident reviews.

Implement workarounds or permanent fixes to restore service with minimal disruption.

Stakeholder & Crisis Communication

Provide clear, concise, and timely updates to C-level executives, business users, and client representatives.

Manage expectations during high-pressure situations and ensure compliance with multinational client’s incident management policies.

Process Improvement & Compliance

Conduct Post-Incident Reviews (PIR) and Root Cause Analysis (RCA) to identify gaps and prevent recurrence.

Drive continuous improvement in incident management processes, tools, and documentation.

Ensure compliance with ITIL best practices and alignment with client-specific ITSM frameworks.

Leadership & Collaboration

Mentor and guide junior incident management staff and L1/L2 support teams.

Work closely with Problem Management, Change Management, and IT Service Continuity teams to enhance service resilience.

Required Skills & Competencies:

Technical Expertise – Strong understanding of IT infrastructure (Cloud, Networks, Applications, Cybersecurity).

Incident Command – Ability to lead high-pressure situations with a structured approach (e.g., ITIL, Agile Incident Management).

Communication – Exceptional verbal/written English; ability to explain technical issues to non-technical stakeholders.

Decision-Making – Strong analytical skills to assess impact and prioritize recovery actions.

Stakeholder Management – Experience working with multinational clients, vendors, and senior leadership.

Tool Proficiency – Familiarity with ServiceNow, Jira, PagerDuty, or similar ITSM tools.

Qualifications & Experience:

Bachelor’s degree in IT, Computer Science, or related field.

Minimum 7+ years in IT Service Management, with at least 3 years in Major Incident Management (or similar role like IT Operations, NOC/SOC, Crisis Management).

ITIL v3/v4 Certification (Mandatory) – Strong knowledge of Incident, Problem, and Change Management.

Experience in multinational environments (preferably supporting global clients in banking, telecom, or large-scale enterprises).

PMP, CISSP, or cloud certifications (AWS/Azure) are a plus.

Preferred Industry Background:

IT Services, Managed Services, Oil and Gas, Telecommunications, or Technology Consulting.