Global Major Incident Leader - 24/7 IT Resilience

WorleyParsons; Houston (TX); Hybrid; USD 120,000 - 170,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Worley is seeking a Senior Major Incident Manager to own global incident governance 24/7 across regional operations, reporting to the Director of Service Management. Based in the Americas or APAC, you will lead distributed teams, manage MSP vendors, and drive rapid restorations using ServiceNow and ITIL practices.

The role follows a hybrid model with three days in-office and requires strong leadership, vendor governance, and experience handling high-impact P1/P2 outages in enterprise IT

Qualifications

• Minimum 7+ years of experience in large-scale enterprise IT operations or infrastructure.
• Minimum 4+ years commanding and governing major incidents globally.
• Proven experience managing, escalating, and enforcing SLAs through complex third-party vendor networks.
• Global leadership across multiple international time zones.
• Hands-on proficiency with ServiceNow Incident Management and Major Incident modules.
• Strong ITIL v4/v5 metrics knowledge and application.

Responsibilities

• Govern global major incident policy and ensure cross-region adherence.
• Act as senior escalation point for MSPs and vendors during outages, enforcing SLAs and MTTR targets.
• Direct multi-vendor coordination across internal and external teams to restore services.
• Lead and mentor incident managers across time zones for standardized execution.
• Utilize ServiceNow to trigger notifications, track engagement, and document restorations.
• Prepare executive incident updates and post-incident reviews with stakeholders.
• Advise on PIR findings, root cause mappings, and preventive actions.
• Produce monthly leadership performance reports using ITIL metrics.
• Leverage CMDB data during active incidents to accelerate troubleshooting.
• Route complex workarounds into service request models to restore services quickly.

Skills

Governance

Vendor management

Global leadership

Incident management

ITIL metrics

MSP governance

Education

ITIL v3/v4 Managing Professional or Strategic Leader

Cloud foundations (AWS, Azure, GCP)

Tools

ServiceNow

ITSM tooling

Job description

Worley is seeking a Senior Major Incident Manager to own global incident governance 24/7 across regional operations, reporting to the Director of Service Management. Based in the Americas or APAC, you will lead distributed teams, manage MSP vendors, and drive rapid restorations using ServiceNow and ITIL practices.

The role follows a hybrid model with three days in-office and requires strong leadership, vendor governance, and experience handling high-impact P1/P2 outages in enterprise IT