Senior Major Incident Leader (24/7 IT Crisis Response)

BCforward; Chandler (AZ); On-site; USD 64,000 - 91,000; Full time

Job summary

BCforward is seeking a Senior Major Incident Manager to join our Banking Production Services Technologies team in Chandler, AZ on a contract basis for 11 months. The ideal candidate will lead high‑severity incidents, coordinate cross‑functional teams, and apply ITIL‑driven processes to drive rapid resolutions and executive communications.

Responsibilities include leading 24x7 incident response for 850+ applications, hosting bridge calls, documenting timelines, coordinating forensics and

Qualifications

• Experience in a Major Incident Management role within a large enterprise IT organization.
• Strong technical background with the ability to understand complex systems.
• ITIL certification or equivalent experience in incident management.
• Assertive leadership and quick decision‑making during critical incidents.
• Excellent written and verbal communication, including executive‑level updates.
• Ability to manage escalations and coordinate across multiple teams.

Responsibilities

• Provide US regional support for Global Incident Management across 24x7 services for 850+ applications, partnering with global teams for seamless execution.
• Lead triage for high‑severity incidents, host bridge calls, document timelines, and drive to resolution with minimal business impact.
• Coordinate technical forensics, impact assessment, categorization, and mitigation while engaging the right subject matter experts.
• Establish roles and accountability during incidents and maintain regular, concise updates to Business and Technology stakeholders.
• Run incident rooms confidently, manage escalations, and negotiate priorities to expedite recovery.
• Facilitate postmortems, identify root causes, and drive continuous improvement actions.
• Ensure adherence to Change policies and alignment with risk, disaster recovery, and business continuity practices.

Skills

Major Incident Management

Cross-functional coordination

ITIL knowledge

Executive communications

Stakeholder negotiation

Decision-making under pressure

Leadership

Risk awareness

Education

ITIL certification

Job description

BCforward is seeking a Senior Major Incident Manager to join our Banking Production Services Technologies team in Chandler, AZ on a contract basis for 11 months. The ideal candidate will lead high‑severity incidents, coordinate cross‑functional teams, and apply ITIL‑driven processes to drive rapid resolutions and executive communications.

Responsibilities include leading 24x7 incident response for 850+ applications, hosting bridge calls, documenting timelines, coordinating forensics and