Talent.com
This job offer is not available in your country.
Major Incident Manager

Major Incident Manager

AccentureCyberjaya, Century Square
12 days ago
Job description

LI-GM

Job Purpose :

The Major Incident Manager (MIM) is responsible for leading the end-to-end management of high-priority incidents affecting critical business services for a multinational client. The role ensures rapid restoration of services, minimizes business impact, and drives continuous improvement in incident management processes. The MIM will act as a key liaison between technical teams, business stakeholders, and senior leadership during major incidents.

Key Responsibilities :

1. Major Incident Management

  • Lead the identification, classification, escalation, and resolution of major incidents (P1 / P2) within defined SLAs.
  • Act as the central point of command during major incidents, coordinating between technical teams (IT, Network, Cloud, Security), vendors, and business stakeholders.
  • Ensure timely communication to senior leadership and global stakeholders via incident status reports, bridge calls, and post-incident reviews.
  • Implement workarounds or permanent fixes to restore service with minimal disruption.

2. Stakeholder & Crisis Communication

  • Provide clear, concise, and timely updates to C-level executives, business users, and client representatives.
  • Manage expectations during high-pressure situations and ensure compliance with multinational client’s incident management policies.

    • 3. Process Improvement & Compliance

  • Conduct Post-Incident Reviews (PIR) and Root Cause Analysis (RCA) to identify gaps and prevent recurrence.
  • Drive continuous improvement in incident management processes, tools, and documentation.
  • Ensure compliance with ITIL best practices and alignment with client-specific ITSM frameworks.

    • 4. Leadership & Collaboration

  • Mentor and guide junior incident management staff and L1 / L2 support teams.
  • Work closely with Problem Management, Change Management, and IT Service Continuity teams to enhance service resilience.

    • Required Skills & Competencies :

  • Technical Expertise – Strong understanding of IT infrastructure (Cloud, Networks, Applications, Cybersecurity).
  • Incident Command – Ability to lead high-pressure situations with a structured approach (e.g., ITIL, Agile Incident Management).
  • Communication – Exceptional verbal / written English; ability to explain technical issues to non-technical stakeholders.
  • Decision-Making – Strong analytical skills to assess impact and prioritize recovery actions.
  • Stakeholder Management – Experience working with multinational clients, vendors, and senior leadership.
  • Tool Proficiency – Familiarity with ServiceNow, Jira, PagerDuty, or similar ITSM tools.

    • Qualifications & Experience :

  • Bachelor’s degree in IT, Computer Science, or related field.
  • Minimum 7+ years in IT Service Management, with at least 3 years in Major Incident Management (or similar role like IT Operations, NOC / SOC, Crisis Management).
  • ITIL v3 / v4 Certification (Mandatory) – Strong knowledge of Incident, Problem, and Change Management.
  • Experience in multinational environments (preferably supporting global clients in banking, telecom, or large-scale enterprises).
  • PMP, CISSP, or cloud certifications (AWS / Azure) are a plus.

    • Preferred Industry Background :

  • IT Services, Managed Services, Oil and Gas, Telecommunications, or Technology Consulting.

    • About Accenture

    We work with one shared purpose : to deliver on the promise of technology and human ingenuity. Every day, more than 775,000 of us help our stakeholders continuously reinvent. Together, we drive positive change and deliver value to our clients, partners, shareholders, communities, and each other.We believe that delivering value requires innovation, and innovation thrives in an inclusive and diverse environment. We actively foster a workplace free from bias, where everyone feels a sense of belonging and is respected and empowered to do their best work.At Accenture, we see well-being holistically, supporting our people’s physical, mental, and financial health. We also provide opportunities to keep skills relevant through certifications, learning, and diverse work experiences. We’re proud to be consistently recognized as one of the World’s Best Workplaces™.Join Accenture to work at the heart of change.

    Visit us atwww.accenture.com

    Equal Employment Opportunity Statement

    All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

    Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

    Accenture is committed to providing veteran employment opportunities to our service men and women.

    Create a job alert for this search

    Manager • Cyberjaya, Century Square