Major Incident Manager

Accenture; Sepang; On-site; MYR 120,000 - 160,000; Full time

Job summary

A major global professional services firm in Malaysia is seeking a Major Incident Manager responsible for the end-to-end management of high-priority incidents. This role involves leading incident resolution efforts, ensuring compliance with client policies, and driving improvements in incident management. The ideal candidate will have a strong background in IT service management with at least 7 years of experience, including ITIL certification. The position offers opportunities to engage with multinational clients and work in a fast-paced environment.

Qualifications

• Minimum 7+ years in IT Service Management, with at least 3 years in Major Incident Management.
• ITIL v3/v4 Certification is mandatory.
• Experience in multinational environments supporting global clients.

Responsibilities

• Lead the end-to-end management of high-priority incidents.
• Provide clear updates to C-level executives and manage expectations.
• Conduct Post-Incident Reviews to prevent recurrence.

Skills

IT infrastructure understanding

Incident Command

Communication

Decision-Making

Stakeholder Management

Tool Proficiency

Education

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

Tools

ServiceNow

Jira

PagerDuty

Job description

Add expected salary to your profile for insights

TheMajor Incident Manager (MIM)is responsible for leading the end-to-end management ofhigh-priority incidentsaffecting 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:

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

Act as thecentral point of commandduring major incidents, coordinating between technical teams (IT, Network, Cloud, Security), vendors, and business stakeholders.

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

Implementworkarounds or permanent fixesto restore service with minimal disruption.

2. Stakeholder & Crisis Communication

Provideclear, concise, and timely updatesto C-level executives, business users, and client representatives.

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

3. Process Improvement & Compliance

ConductPost-Incident Reviews (PIR)andRoot Cause Analysis (RCA)to identify gaps and prevent recurrence.

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

Ensure compliance withITIL best practicesand alignment withclient-specific ITSM frameworks.

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

Work closely withProblem Management, Change Management, and IT Service Continuity teamsto enhance service resilience.

Priority Skill

Technical Expertise– Strong understanding ofIT 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 withmultinational clients, vendors, and senior leadership.

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

Qualifications & Experience:

Bachelor’s degreein IT, Computer Science, or related field.

Minimum 7+ yearsin IT Service Management, with at least3 years in Major Incident Management(or similar role like IT Operations, NOC/SOC, Crisis Management).

ITIL v3/v4 Certification (Mandatory)– Strong knowledge ofIncident, 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.

Unlock job insights

Salary match Number of applicants Skills match

Overview

Accenture is a global professional services company with leading capabilities in digital, cloud and security. Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Interactive, Technology and Operations services—all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 500,000+ people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities. Accenture Southeast Asia comprises Indonesia, Malaysia, Singapore and Thailand.

Overview

Accenture is a global professional services company with leading capabilities in digital, cloud and security. Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Interactive, Technology and Operations services—all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 500,000+ people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities. Accenture Southeast Asia comprises Indonesia, Malaysia, Singapore and Thailand.

To help fast track investigation, please include here any other relevant details that prompted you to report this job ad as fraudulent / misleading / discriminatory.

Researching careers? Find all the information and tips you need on career advice.