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Overview

The IT Service Incident Manager is accountable for the coordination, control, and governance of major and critical IT incidents that have a significant impact on business operations, clients, or regulatory commitments.

During a major incident, this role will lead the cross‑functional response, ensuring appropriate technical teams, service owners, and external partners are engaged, priorities are clearly defined, and efforts remain focused on rapid service restoration and risk mitigation.

This role does not perform technical resolution but ensures clear ownership, escalation, decision‑making, executive communication, and post‑incident governance aligned with ITIL best practices.

Responsibilities

ITIL Process Ownership & Governance