Job Description

Role: Major Incident Manager


Location: Chicago, IL


FTE only

Required Skill & Qualifications:

Overall ownership of Major Incident Management shall be established, including leadership and governance of all P1 and P2 incidents to ensure rapid service restoration, minimal business impact, and adherence to agreed response and resolution targets.


Command and control during major incidents shall be exercised by chairing bridge calls, coordinating cross-functional technical teams, assigning clear actions, and maintaining focus on service recovery.


Timely and accurate communication shall be coordinated across business stakeholders, leadership, and service teams, including initial notifications, regular status updates, and closure communications.


Root cause analysis and post-incident review activities shall be driven, ensuring thorough investigation, identification of systemic issues, and definition of corrective and preventive actions.


End-to-end follow-through on major incidents shall be ensured, including tracking of remediation actions, integration with Problem and Change Management processes, and continuous improvement of major incident handling and readiness.


Prepare and present a monthly summary and analysis of Major Incidents to K&E


Incident Leadership & Decision-Making, ITSM / ITIL Expertise, Communication & Stakeholder Management, Technical Awareness

Roles & Responsibilities:

Lead and coordinate the end-to-end response for Major Incidents, ensuring rapid restoration of critical services


Facilitate war rooms/bridge calls, driving cross-functional collaboration and clear decision-making


Provide timely, accurate stakeholder and executive communications on incident status and impact


Conduct post-incident reviews, identify root causes, and track corrective preventive actions

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