Vallum Associates
Major Incident Manager
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Major Incident Manager
Incident Manager (Global) – P1/P2 Resolutions
Key Responsibilities
- Manage global P1/P2 incidents across complex enterprise systems
- Coordinate technical teams to diagnose defects and validate fixes prior to deployment
- Ensure incidents are correctly logged and tracked through JIRA and ServiceNow
- Provide executive-level incident and quality reporting during crisis management events
- Collaborate closely with QA and Test teams to support validation of defect fixes prior to release
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About the Role
This role involves leading incident resolution in high-priority escalations, driving technical coordinated fixes, and maintaining rigorous tracking and reporting mechanisms across sprawling systems. Strong analytical and tactical communication skills are essential.
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Required Experience & Skills
- Proven track record in global incident management for enterprise systems
- Technical proficiency in JIRA and ServiceNow for case logging and workflow automation
- Ability to diagnose root causes and guide cross-functional teams through fix validation
- Experience working with QA/Test teams to ensure quality prior to deployment
- Strong crisis communication skills for stakeholder and executive reporting
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