Major Incident Manager

METRIX IT SOLUTIONS INC; Princeton (NJ); On-site; USD 140,000 - 190,000; Full time

Job summary

METRIX IT SOLUTIONS INC. seeks an onsite Major Incident Manager to lead critical incidents affecting client operations from Princeton, NJ. You will own incident lifecycle, coordinate global resolver teams, and drive rapid service restoration with executive stakeholders.

You will present at executive reviews, identify improvement opportunities, and partner with governance teams to ensure service quality. ITIL and ServiceNow ITSM expertise are preferred for this senior leadership role.

Qualifications

• Advanced Major Incident Management experience in IT operations.
• Strong customer-facing and executive presentation skills.
• Experience managing complex global incidents; ITIL certification preferred.

Responsibilities

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

Skills

Advanced Major Incident Management

Customer-facing & executive presenting

Global incident leadership

ITIL certification

ServiceNow expertise

Tools

ServiceNow ITSM

Job description

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.
• ITIL certification preferred.
• ServiceNow expertise required.

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)

• ITIL v4 Foundation/Managing Professional
• ServiceNow ITSM
• PMP or PRINCE2 (preferred for Change Manager)