Major Incident Manager, Assistant Vice President

The Major Incident Manager provides strategic leadership to ensure enterprise-wide production stability and service continuity. This role is accountable for managing major IT incidents, driving rapid resolution to minimize business impact, and overseeing critical incident response processes across complex environments. The AVP orchestrates 24/7 technical bridge operations, enforces governance for high-impact events and weekend changes, and conducts proactive health checks to maintain operational readiness. By establishing IT Service Management (ITSM) best practices, leveraging advanced ITSM tools, and leading cross-functional teams during high-pressure situations, the AVP strengthens operational resilience, safeguards service integrity, and ensures timely remediation of issues. Role requires a 12:00–9:00 PM shift and participation in scheduled weekend coverage.

What you will be responsible for 

Major Incident Management 

• Provide strategic oversight of critical IT disruptions. 

• Drive rapid service restoration and minimize client impact. 

• Prioritize reduction of Mean Time to Restore Service (MTRS) to uphold operational resilience. 

24/7 Technical Bridge – Non-Major Incident Resolution 

• Lead continuous global support for lower-tier IT issues. 

• Enable proactive resolution through real-time coordination and cross-functional engagement. 

• Enhance system stability and reduce recurrence of incidents. 

Daily Operational Health Check 

• Conduct structured tri-daily reviews (Mon–Fri) with Application and Infrastructure teams. 

• Assess system health, identify emerging risks, and ensure operational readiness across the enterprise. 

Event & Hypercare Management 

• Govern high-impact IT events end-to-end, including milestone tracking and escalation protocols. 

• Monitor real-time performance during critical periods to ensure seamless execution and stability. 

• Maintain integrated communication channels for effective stakeholder engagement. 

Weekend Change Governance 

• Oversee weekend deployments with a focus on risk mitigation and operational stability. 

• Provide structured governance and coordination to safeguard service integrity during high-change windows. 

Skills & Competencies 

• Comprehensive Technical Acumen: Broad understanding of infrastructure and application domains, including Network, Security, Open Systems, Mainframe, Storage, Database, Middleware, Cloud, End User Computing, and Enterprise Applications.  

• Adaptive Leadership: Ability to quickly learn and integrate emerging technologies and evolving operational procedures to drive innovation and resilience.  

• Executive Communication: Exceptional written, verbal, and presentation skills with the ability to convey complex technical issues in clear, actionable terms to diverse stakeholders, including senior leadership.  

• Strategic Insight: Proven capability to distill and articulate key findings, risks, and recommendations succinctly for decision-making at all organizational levels.  

• Global Collaboration: Skilled in coordi