Lead and continuously improve the Major Incident Management process

Facilitate major incident bridges and coordinate technical and business stakeholders during high-impact service events

Own the Root Cause Analysis (RCA) and Post-Incident Review process

Ensure RCAs are timely, detailed, identify systemic causes, and result in measurable corrective actions

Track RCA actions through completion and identify recurring themes, systemic risks, and service improvement opportunities

Own and coordinate customer-facing incident communications, including status page updates, incident notifications, ongoing updates, resolution notices, and post-incident communications

Establish and maintain standards for incident severity, escalation, communication cadence, and stakeholder engagement

Drive Change Management practices to reduce change-related incidents and improve production stability

Facilitate or participate in Change Advisory Board processes

Assess higher-risk changes and ensure implementation, validation, and rollback planning

Analyze incidents and changes to identify trends, repeat failures, process gaps, and automation or preventative-action opportunities

Maintain and improve incident, problem, and change management procedures, documentation, templates, and tooling

Champion operational excellence and a culture of accountability, learning, and continuous improvement

Collaborate across Cloud Operations, Engineering, Support, Product, and other technical teams

Requirements

5+ years of experience in Service Delivery, IT Service Management, Cloud Operations, Production Operations, Technical Support, or a related discipline

Strong experience with Incident Management, Major Incident Management, Problem Management/RCA, and Change Management





Experience coordinating complex production incidents involving multiple technical teams

Ability to communicate clearly with technical stakeholders and business/customer audiences

Strong facilitation skills

Ability to provide calm, structured leadership during high-pressure incidents

Experience with service management, monitoring, collaboration, and status communication platforms

Strong organizational skills

Ability to drive actions across teams without direct reporting authority

Experience developing operational metrics, identifying trends, and driving continuous service improvement

Working knowledge of ITIL practices

ITIL certification is desirable but not required

Core Competencies
Demonstrates expertise in Major Incident Management, Problem Management, and Change Management, with a focus on driving continuous service improvement and operational excellence. Proven ability to lead cross-functional teams, communicate effectively with stakeholders, and implement ITIL practices.

Highest-signal resume keywords

Major Incident Management

Root Cause Analysis (RCA)

Change Management

Incident Management

ITIL Practices

ATS Optimization Keywords
Hard Skills

Incident Management

Problem Management

Root Cause Analysis (RCA)

Change Management

Operational Metrics Development

Service Improvement

Trend Analysis

Documentation Management

Production Operations

Service Delivery

Soft Skills

Strong Facilitation Skills

Clear Communication

Calm Leadership

Organizational Skills

Collaboration

Certifications & Qualifications

ITIL Certification

Industry Keywords

Cloud Operations

Technical Support

Service Management

Continuous Improvement

Stakeholder Engagement

Tools & Technologies

Service Management Platforms

Monitoring Tools

Collaboration Tools

Status Communication Platforms

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