Major Incident Manager
Job Location:
Seattle, WA - USA
Monthly Salary:
Posted on:
Vacancies:
Job Summary
Role: Major Incident Manager
Location: Seattle WA (Onsite)
Job type: Contract
JD:
Key Responsibilities
Major Incident Management
Act as the lead for major incidents ensuring timely escalation and resolution.
Facilitate and manage war room sessions involving all required responder groups.
Drive incident resolution by coordinating technical teams and tracking action items.
Ensure incidents are managed in compliance with service level agreements (SLAs).
Manage internal and external incident communications including status updates and impact reporting.
Technical Resolver Groups
Collaborate with technical resolver groups to:
Diagnose incidents
Identify root causes
Provide solutions or temporary workarounds
Service Desk Coordination
Ensure the Service Desk performs:
Accurate initial incident logging
Timely customer updates throughout the incident lifecycle
Problem Management
Partner with the Problem Manager to:
Lead Root Cause Analysis (RCA) following major incidents
Document findings and corrective actions
Support continuous service improvement initiatives
Business Stakeholder Engagement
Work with business stakeholders to:
Validate business impact
Confirm service restoration
Communicate resolution outcomes and next steps
