Job Description

Insight Global is currently hiring for a Major Incident Manager role, aimed at managing and resolving critical IT incidents efficiently. This position involves leading major incident response efforts, including bridge calls, root cause analysis, and post-incident reviews. Candidates will also develop and document policies and procedures for effective incident handling.

Day to Day:

Incident Handling and Resolution:

Coordinate between IT teams (Software, Networking, Service Desk) for rapid response and troubleshooting.

Ensure all stakeholders are informed with regular updates through ServiceNow or other channels.

Use of ServiceNow:

Log, track, and manage incidents through

ServiceNow

Ensure incident tickets have clear information, proper categorization, prioritization, and follow escalation processes.

Communication & Coordination:

Act as a bridge between technical teams and management.

Host incident bridges (calls) to ensure all required teams are actively participating.

Provide incident reports (RCA Root Cause Analysis) after resolution.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com .

To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/ .

Skills and Requirements

Incident Management Experience: Preferably in enterprise environments dealing with global or cross-functional teams.

Knowledge of IT Infrastructure: Understanding of networking, software applications, servers, and infrastructure to assess the impact of incidents effectively.

Service Desk Coordination: Familiarity with service desk operations to handle escalations and coordinate front-line support teams.

Crisis Management: Ability to lead technical and executive bridge calls efficiently under pressure.

Experience with platforms like ServiceNow for incident tracking and management.

On-Call Flexibility: Availability to respond to incidents outside regular working hours, often as part of an on-call rotation. ServiceNow null

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion,sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to HR@insightglobal.com.