Global Major Incident Leader

Worley; Houston (TX); Hybrid; USD 150,000 - 190,000; Full time

Benefits offered by this job

PTO

401k plan

Medical benefits

Vision & dental

Job summary

Worley seeks a Senior Major Incident Manager to own global incident governance and drive rapid restoration across regions. You will lead cross-location teams, coordinate with MSPs and cloud providers, and push for strong executive communications and reporting.

The role requires 7+ years in IT operations with 4+ years managing major incidents, hands-on ServiceNow expertise, and ITIL metric mastery. Hybrid work model with three days in office per week.

Qualifications

• 7+ years IT operations experience in large enterprise environments.
• 4+ years commanding and governing major incidents globally.
• Experience managing MSP/vendor governance during high-pressure outages.
• Proven global leadership across multiple time zones.
• Hands-on proficiency with ServiceNow Incident Management & Major Incident modules.
• Strong ITIL 4/5 metrics knowledge for lifecycle and digital experience.
• Willing to work in the Americas, India or Australia regions.

Responsibilities

• Own, define, and enforce the global major incident policy.
• Escalate and enforce SLAs with MSPs and vendors during outages.
• Coordinate multi-vendor restoration across internal teams and cloud providers.
• Lead distributed incident managers across time zones.
• Manage ServiceNow Major Incident workflows and notifications.
• Deliver executive incident updates to global leadership.
• Lead PIRs with root-cause analysis and RCA documentation.
• Produce monthly leadership performance reports with ITIL metrics.
• Leverage CMDB data during active incidents to speed troubleshooting.
• Align cross-domain incident response across End User Services, Platforms, Apps, Security, Network.

Skills

IT operations

Major incidents

Vendor governance

Global leadership

ServiceNow

ITIL metrics

Global exposure

Education

Bachelor's degree

Tools

ServiceNow

Job description

Worley seeks a Senior Major Incident Manager to own global incident governance and drive rapid restoration across regions. You will lead cross-location teams, coordinate with MSPs and cloud providers, and push for strong executive communications and reporting.

The role requires 7+ years in IT operations with 4+ years managing major incidents, hands-on ServiceNow expertise, and ITIL metric mastery. Hybrid work model with three days in office per week.