Major Incident Manager

Sira Consulting, an Inc 5000 company; Portland (OR); On-site; USD 120,000 - 160,000; Full time

Job summary

Sira Consulting is seeking a Crisis Command & Incident Orchestrator to lead major incident response, coordinating internal engineering, infrastructure, and vendor teams to restore services quickly.

You will manage the incident bridge, provide executive updates, and drive post-incident reviews while refining playbooks and KPIs for continuous improvement. This role focuses on rapid restoration and clear communication with leadership.

Qualifications

• Experience leading major incident management and bridge coordination.
• Strong ability to communicate clearly with executives and stakeholders.
• Familiarity with ITIL Change Management and escalation processes.
• Ability to track and report incident metrics (MTTD, MTTR, SLA).

Responsibilities

• Lead the Major Incident Command Bridge / War Room and restoration efforts.
• Broadcast timely, clear executive updates during incidents.
• Hand off to Problem Management and facilitate PIR sessions.
• Refine incident playbooks, escalation matrices, and response workflows.

Skills

Incident management

Stakeholder communication

Executive reporting

ITIL knowledge

Tools

ITIL

Job description

1. Crisis command & incident orchestrator

Trigger & Mobilization: Instantly invoke the Major Incident Manapement process upon notification of a Priority 1 (P1) or high-impact Priority 2 (P2) event

Bridge Management: Chair and lead the Major Incident Command Bridge / War Room. Coordinate internal engineering, infrastructure, application, and 3rd-party vendor teams

brive nestoration. maintain absolute focus on service restoration and workarounds rather than immediate root cause analysis

2. Stakeholder & Executive Communication

Broadcast timely; clear, and non-jargon status updates to executive leaderahip, business unit heads, and key stakeholders at fixed cadences (eg, every 15-30 minutes).

Manage escalation paths to engare senior tecnnical leads or external suppliers when resolution stalls

3. Governance & Post-Incident Management (PIR)

Hand-off to Problem Management: Ensure seamless transition of the incident to the Problem Management team for Root Cause Analysis (RCAl once service is restored Post-Incident Reviews (PIR): Facilitate PIR sessions to capture timelines, evaluate response effectiveness, and document lessons learned Emergency Changes: Authorize and log Emergency Change Requests (ECRs) required for immediate fixeș in compliance with ITIL Change Management.

4. Process & KPI Reporting

Emergency Changes: Authorize and log Emergency Change Requests (ECRs) required for immediate fixes in compliance with ITIL Change Mana

Track key performance indicators, including Mean Time to Detect (MTTD), Mean Time to Restore Service (MTRS), and SLA compliance.

Continuously refine Major Incident playbooks, escalation matrices, and response workflows.