Major Incident Manager

Rezolve Ai; Princeton (NJ); On-site; USD 140,000 - 190,000; Full time

Job summary

Rezolve Ai in Princeton, NJ is seeking a Senior Major Incident Manager to provide onsite leadership for critical incidents. You will be the primary customer-facing incident leader, coordinating across global teams to restore services and mitigate impact.

The role requires 15–20 years of IT Operations experience, including 8+ years in Major Incident Management leadership and experience with North American enterprise customers. PMP or PRINCE2 are preferred certifications.

Qualifications

• 10-15 years in IT Operations.
• Minimum 8 years in Major Incident Management leadership roles.
• Experience working with North American enterprise customers.

Responsibilities

• Own mission-critical incidents impacting business operations.
• Lead executive communication with client leadership and stakeholders.
• Coordinate global resolver teams across infrastructure, cloud, networks, applications, and workplace services.
• Drive rapid service restoration and business impact mitigation.
• Manage incident escalations and command-center activities.
• Conduct executive-level incident reviews and reporting.
• Identify operational improvement opportunities and drive remediation plans.
• Support customer governance and service review meetings.

Skills

Advanced Major Incident Management

Executive presentation skills

Experience managing complex global Inc

Job description

We are currently looking for a skilled Major Incident Manager for an exciting opportunity based in Princeton, NJ with Onsite work arrangement.

Need senior profiles here

Location: Princeton, NJ - Onsite

Experience: 15 - 20 Years

Role Purpose

Provide onsite leadership for critical business-impacting incidents and act as the primary customer-facing Major Incident Manager.

Key Responsibilities

• Own mission-critical incidents impacting business operations.
• Lead executive communication with client leadership and stakeholders.
• Coordinate global resolver teams across infrastructure, cloud, networks, applications, and workplace services.
• Drive rapid service restoration and business impact mitigation.
• Manage incident escalations and command-center activities.
• Conduct executive-level incident reviews and reporting.
• Identify operational improvement opportunities and drive remediation plans.
• Support customer governance and service review meetings.

Required Skills

• Advanced Major Incident Management experience.
• Strong customer-facing and executive presentation skills.
• Experience managing complex global incidents.

Experience

• 10-15 years in IT Operations.
• Minimum 8 years in Major Incident Management leadership roles.
• Experience working with North American enterprise customers.

Preferred Certifications (Applicable to All Roles)

• PMP or PRINCE2 (preferred for Change Manager)