Senior Major Incident Manager

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

Job Title: Senior Major Incident Manager

Location: Chandler, AZ

Duration: Contract - 11 months

Pay Range: $56.08/hr (W2)

Job ID: 411038

BCforward is a leading global IT consulting and workforce solutions firm providing services and support to Fortune 500 and government clients. Founded in 1998, BCforward has grown with our customers needs into a full-service business solutions provider. With delivery centers and offices across North America and India, we take pride in building long‑term relationships and delivering excellence through innovation, collaboration, and integrity.

Job Description

We are seeking a Senior Major Incident Manager to join our dynamic team within Banking Production Services Technologies. The ideal candidate will have strong experience in major incident management, cross‑functional coordination, and ITIL‑driven processes and a proven ability to lead high‑severity incident response, drive rapid resolution, and deliver clear executive communications.

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.

Required Skills & Qualifications

• Experience in a Major Incident Management role within a large enterprise IT organization.
• Strong technical background with the ability to understand complex systems and troubleshoot issues.
• ITIL certification.
• Assertive leadership, quick decision‑making, and real‑time coordination across multiple teams and resources.
• Strategic thinking with scenario planning capabilities during incidents.
• Ability to manage escalations and "run the room."
• Negotiation skills to align stakeholders and drive outcomes.
• Excellent written and verbal communication skills, including executive‑level communications.
• Accountability, ownership, proactivity, flexibility, and results orientation with attention to detail.
• Calm under pressure, able to juggle priorities and meet deadlines with minimal supervision.

Preferred Skills

• Payments and Treasury Cash Management domain knowledge.
• Experience triaging mission‑critical system failures and driving resolution.
• Training or experience in advanced risk identification and management.
• Knowledge of crisis management, disaster recovery, and business continuity management.

Why BCforward?

• Competitive compensation and benefits.
• Opportunities for growth with global clients.
• A supportive, inclusive culture that values innovation and people.
• Exposure to cutting‑edge technologies and projects.

About Our Commitment

BCforward is an equal opportunity employer. We value diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, or veteran status.