Global Major Incident Manager - Remote

NBCUniversal; New York (NY); Remote; USD 160,000 - 165,000; Full time

Benefits offered by this job

Medical, dental and vision insurance

401(k)

Paid leave

Tuition reimbursement

Job summary

NBCUniversal is seeking a Senior Major Incident Manager to own global Major Incident Management within Enterprise Technology. You will lead governance, oversee services, and drive automation in ITSM, partnering with Change, Problem, and AIOps to improve incident delivery.

The role requires 10+ years in Major Incident Management, strong ITIL/ITSM expertise, and the ability to work remotely on East Coast hours with travel as needed. Eligible for NBCUniversal benefits.

Qualifications

• An experienced Major Incident Management leader/process owner and strategist.
• 10+ years in Major Incident Management or similar ITSM roles.
• 8+ years managing a team.
• Strong practical ITIL/ITSM skill set with operational experience.
• Demonstrated knowledge of incident management practices in a large organization.
• Proven ability to identify operational inefficiencies and implement AI/automation solutions.
• Experience managing 3rd parties & vendors within a Service Delivery of Infrastructure remit.
• Excellent communications and facilitation skills to lead outage calls and draft updates.
• Remote role, able to work during East Coast time zone and provide off-hours support.
• Willingness to travel domestically and internationally as needed.

Responsibilities

• Manage the delivery of the Major Incident Management function, hands-on as required.
• Lead and coordinate Major Incident Team Leads and offshore team to meet internal SLOs.
• Ensure rapid restoration of normal service operations to minimize business impact.
• Define clear communication strategies for major incidents to stakeholders.
• Provide outage updates to end users and leadership with progress and workarounds.
• Analyze workflows to identify bottlenecks and suggest AI/automation solutions.
• Drive continual service improvement across ITSM and AIOps functions.
• Act as escalation point for Major Incident Function and incidents.
• Develop internal dashboards and report on major incidents for Executive Management.
• Collaborate with Service Management Ops to implement enterprise IT strategies.

Skills

Major Incident Management

ITIL/ITSM

Leadership / Team management

AI tools

Vendor management

Communication skills

ServiceNow

MS Teams

Slack

PowerPoint

Excel

Copilot

Tools

ServiceNow ITSM

MS Teams

Slack

Job description

NBCUniversal is seeking a Senior Major Incident Manager to own global Major Incident Management within Enterprise Technology. You will lead governance, oversee services, and drive automation in ITSM, partnering with Change, Problem, and AIOps to improve incident delivery.

The role requires 10+ years in Major Incident Management, strong ITIL/ITSM expertise, and the ability to work remotely on East Coast hours with travel as needed. Eligible for NBCUniversal benefits.