Process Manager
Confirmed on the employer's own hiring board on Nov 13, 2026. First seen by Alion on Nov 12, 2026.
Job Summary
Major Incident Manager
Role Summary
The Major Incident Manager is responsible for governing and coordinating the end-toend Major Incident Management (MIM) process for high-severity incidents that
significantly impact business operations. The role ensures rapid service restoration
through structured stakeholder engagement, real-time incident governance, decision
oversight, and adherence to established operational processes.
The Major Incident Manager provides 24x7 lifecycle control, coordinates crossfunctional teams, drives effective communication, and leads post-incident reviews to
improve service resilience and prevent recurrence
Key Responsibilities
ey Responsibilities
1. Major Incident Governance & Lifecycle Management
- Drive the end-to-end Major Incident lifecycle in accordance with defined
processes and operating frameworks.
- Validate incident severity, progression, escalation paths, and closure readiness.
- Ensure structured execution across all phases of the incident lifecycle.
- Govern incident timelines, SLA compliance, and restoration objectives.
- Maintain process adherence and operational governance throughout incident
resolution.
2. 24x7 Incident Coordination & Service Restoration
- Monitor, triage, and manage high-severity incidents on a 24x7 basis.
- Mobilize and coordinate technical, operational, and business teams during
critical incidents.
- Conduct and manage incident bridge calls to facilitate rapid resolution.
- Drive structured escalation management and controlled decision-making.
- Ensure timely restoration of services while minimizing business impact.
3. Stakeholder Communication & Governance
- Coordinate engagement with all relevant stakeholders throughout the incident
lifecycle.
- Deliver accurate, timely, and consistent status communications.
Classification: Internal
- Manage executive, customer, and operational communications during major
incidents.
- Publish incident reports, updates, and resolution summaries.
- Ensure communication standards and governance requirements are
consistently followed.
4. Resolution Oversight & Decision Management
- Review and validate workaround and resolution strategies.
- Ensure resolution actions align with operational, business, and risk management
requirements.
- Facilitate collaboration between cross-functional teams to remove blockers and
accelerate recovery.
- Provide governance and oversight for critical decisions during incident
management activities.
- Track and govern action plans until service restoration is achieved.
5. Shift Handover & Operational Continuity
- Conduct structured shift handovers to maintain 24x7 incident management
continuity.
- Ensure comprehensive briefing on:
o Incident status and current severity
o Business impact assessment
o Actions completed and ongoing activities
o Workaround and resolution progress
o Pending tasks and next steps
o Risks, dependencies, and escalation points
- Ensure explicit ownership transfer and accountability for all open actions.
- Validate handover completeness through standardized templates, incident logs,
and bridge notes.
- Perform handover reviews to confirm understanding of priorities, action plans,
and communication cadence.
6. Post-Incident Review & Continuous Improvement
Classification: Internal
- Lead and govern Major Incident Reviews (MIR) and Post-Incident Reviews (PIR).
- Analyze incident trends, Root Cause Analysis (RCA) findings, and SLA
performance.
- Identify corrective and preventive improvement opportunities.
- Track implementation of improvement actions through closure.
- Drive continuous improvement initiatives to enhance service stability and
operational resilience.
Skill Requirements
Key Deliverables
- Major Incident governance and lifecycle management.
- High-severity incident coordination and service restoration.
- Executive and stakeholder communication management.
- Incident bridge management and escalation coordination.
- Shift handover governance and operational continuity.
- MIR/PIR facilitation and follow-up actions.
- SLA compliance reporting and service improvement recommendations.
Required Skills & Competencies
- Strong Major Incident Management and IT Service Management (ITSM) expertise.
- Knowledge of ITIL Incident and Major Incident Management processes.
- Excellent stakeholder management and communication skills.
- Strong crisis management and decision-making abilities.
- Experience coordinating cross-functional technical teams.
- Ability to manage high-pressure situations and critical business-impacting
incidents.
- Strong analytical, governance, and reporting capabilities.
- Experience conducting post-incident reviews and driving continuous
improvement initiatives.
Operating Model
Classification: Internal
- 24x7 operational support model.
- Structured shift handovers with formal governance checkpoints.
- Continuous stakeholder engagement throughout incident resolution.
- End-to-end oversight from incident initiation through closure and post-incident
review