Global Major Incident Leader - 24/7 ITIL Response

Worley Group, Inc; Houston (TX); Hybrid; USD 120,000 - 180,000; Full time

Benefits offered by this job

PTO

401k

Medical benefits

Vision benefits

Dental benefits

Job summary

Worley seeks an experienced Senior Major Incident Manager to own enterprise major incident governance across global regions. The role leads incident response across Americas, India, and Australia with a hybrid work model and three days in office.

You will drive MSP governance, cross-functional collaboration, ServiceNow operations, and executive communications to protect enterprise uptime. We require 7+ years in large-scale IT ops, 4+ years commanding major incidents, and deep ITIL/ServiceNow

Qualifications

• Overall IT Experience: Minimum 7+ years of experience working in large-scale enterprise IT operations or infrastructure.
• MIM Core Experience: Minimum 4+ years specifically dedicated to commanding and governing major incidents globally.
• Vendor & MSP Governance: Proven experience managing, escalating, and enforcing SLAs through complex third-party vendor networks and MSPs during high-pressure outages.
• Global Leadership: Demonstrated success directly managing and developing distributed technical teams across multiple international time zones.
• ServiceNow Competency: Hands-on proficiency using ServiceNow Incident Management and Major Incident modules.
• Framework Metrics Mastery: Strong foundational capability in establishing, calculating, and monitoring ITIL 4 component metrics and modern ITIL v5 lifecycle and digital experience metrics.
• Geographic Target: Must be located within and legally authorized to work in the Americas region, India or Australia.
• Preferred: Technical Acumen across on-prem / SAAS / cloud platforms.
• Preferred: ITIL v3/v4 MP/SL certification familiarity with ITIL v5 concepts.

Responsibilities

• Governance: Own, define, and enforce the global major incident policy across the enterprise.
• MSP & Vendor Escalation: Act as the senior escalation point for external suppliers, holding MSPs and third-party vendors strictly accountable to contractual SLAs and MTTR targets during live incidents.
• Multi-Vendor Orchestration: Command high-severity restoration calls, driving alignment between internal squads, cloud providers, and legacy MSP teams.
• Global Team Leadership: Direct, mentor, and align Incident Managers across time zones for standardized execution of the major incident playbook.
• ServiceNow Workbench Ownership: Utilize ServiceNow Major Incident Management to trigger alerts, track resolution, and document restoration workflows.
• Executive Communications: Provide transparent incident updates to global leadership within deadlines.
• Post-Incident Review (PIR): Conduct cross-functional investigations to map CIs in ServiceNow, identify root causes, and prevent recurrence.
• Monthly Leadership Reporting: Present ITIL-based metrics and trends to Digital leadership.
• MIM CMDB: Leverage CMDB during active bridges for rapid impact assessment and troubleshooting.
• Incident-to-Catalog Throughput: Route complex workarounds into service request models to speed restoration.
• Data Migration Readiness: Produce clean major incident records and resolution codes for cloud-native reporting.
• Cross-Domain Alignment: Collaborate across End User Services, Platforms, Applications, Information Security and Network domains.

Skills

IT Operations

Major Incident Governance

Vendor MSP Governance

Global Leadership

ServiceNow

ITIL Metrics

Americas work authorization

Education

Bachelor's degree

Tools

ServiceNow

Cloud platforms (AWS/Azure/GCP)

Job description

Worley seeks an experienced Senior Major Incident Manager to own enterprise major incident governance across global regions. The role leads incident response across Americas, India, and Australia with a hybrid work model and three days in office.

You will drive MSP governance, cross-functional collaboration, ServiceNow operations, and executive communications to protect enterprise uptime. We require 7+ years in large-scale IT ops, 4+ years commanding major incidents, and deep ITIL/ServiceNow