Major Incident Manager

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

About Us

Worley is a global company of energy, chemicals and resources experts headquartered in Australia. We partner with our customers to deliver projects and create value across the life of their assets. We specialize in consulting, engineering, procurement and construction across the project lifecycle, with services extending through to operations and decommissioning. Leveraging extensive experience and AI-enabled delivery, we support customers in navigating complexity as they meet today's needs and transition to more sustainable solutions.

About Us

Worley is a global company of energy, chemicals and resources experts headquartered in Australia. We partner with our customers to deliver projects and create value across the life of their assets. We specialize in consulting, engineering, procurement and construction across the project lifecycle, with services extending through to operations and decommissioning. Leveraging extensive experience and AI-enabled delivery, we support customers in navigating complexity as they meet today's needs and transition to more sustainable solutions.

Purpose

The Senior Major Incident Manager holds global ownership and authority for enterprise major incident governance across all operational regions on a 24/7/365 basis. Reporting to the Director of Service Management, this role serves as the ultimate authority for commanding high-impact P1/P2 outages and service degradations within our enterprise IT environment. Based in the Americas, India or Australia, she/he will lead direct reports in international time zones to maintain a unified, round-the-clock crisis response framework. She/he will leverage deep expertise in Managed Service Provider (MSP) governance and vendor management to drive immediate accountability, protecting enterprise uptime during our digital transformation. This full-time position offers flexibility in location across the Americas and APAC regions, allowing the successful candidate to be based at any Worley office within those regions. The role follows a hybrid work model, with an expectation of three days per week in the office.

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, seamlessly driving alignment and technical collaboration between internal squads, cloud providers, and legacy MSP technical teams.
• Global Team Leadership: Direct, mentor, and align Incident Managers across international time zones to ensure seamless handoffs and standardized execution of the major incident playbook.
• ServiceNow Workbench Ownership: Leverage ServiceNow's Major Incident Management workbench to trigger automated notifications, track resolver engagement, and document restoration workflows in real time.
• Executive Communications: Author and distribute transparent, business-focused incident updates and impact statements to global leadership under strict time-to-communicate deadlines.
• Post-Incident Review (PIR): Engage in cross-functional post-incident investigations with vendors and internal teams to map accurate Configuration Items (CIs) in ServiceNow, identify root causes, and prevent recurrence.
• Monthly Leadership Reporting: Prepare and present monthly operational performance reports to Digital leadership, using advanced ITIL Operational framework metrics to develop trends and provide insights into performance.
• Success Measures
• MIM Actionable CMDB Utilization: High reliance on the CMDB during active bridge calls, enabling rapid impact assessment and accelerating technical troubleshooting.
• Rapid Incident-to-Catalog Throughput: Seamless routing of complex major incident workarounds into predefined service request models, accelerating regular request handling speeds and user service restoration post outage.
• Incident Data Migration Readiness: Production of clean, standardized major incident records and resolution codes in ServiceNow, lowering data platform overhead and preparing operational datasets for future cloud native reporting tools.
• Cross-Domain Incident Alignment: Highly effective emergency collaboration and structured escalation paths established across global End User Services, Platforms, Applications, Information Security, and Network domains.

Technical/Industry Experience and Qualifications Requirements

• 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 Managed Service Providers (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.

Required

• Bachelor's degree.

Preferred

• Technical Acumen: Hands-on experience navigating complex enterprise environments, addressing legacy on-premises systems, SAAS platform-related integrations, and cloud platforms.
• ITIL Certification: ITIL v3/v4 Managing Professional or Strategic Leader certification; familiarity with emerging ITIL v5 concepts such as value co-creation and AI Operations (AIOps).
• Cloud Foundations: Basic certifications or operational understanding of AWS, Microsoft Azure, or Google Cloud architecture.

Additional Information

• US Benefits: eligible for PTO, 401k, medical, vision, dental.
• For applicants based in the province of British Columbia, the salary range is $115K to $140K. For applicants based in the province of Ontario, the salary range is $123K to $140K. Application of the pay band: Variation in salary is determined by factors such as the candidate's qualifications, relevant years of experience, geographic location, internal pay equity, and prevailing market conditions for the specific role.

Moving forward together

We want our people to be energized and empowered to drive sustainable impact. So, our focus is on a values-inspired culture that unlocks brilliance through belonging, connection and innovation. We're building a diverse, inclusive and respectful workplace. Creating a space where everyone feels they belong, can be themselves, and are heard.

And we're not just talking about it; we're doing it. We're reskilling our people, leveraging transferable skills, and supporting the transition of our workforce to become experts in today's low carbon energy infrastructure and technology. Whatever your ambition, there's a path for you here.

And there's no barrier to your potential career success. Join us to broaden your horizons, explore diverse opportunities, and be part of delivering sustainable change.