Program Manager

Program Manager – Major Incident ManagementLocation: Remote – Must live in TexasDepartment: IT Service Management / OperationsExperience Level: Mid–SeniorJob OverviewWe are seeking a Program Manager – Major Incident Management to lead the coordination, communication, and resolution of high-priority IT incidents impacting critical business services. This role is responsible for ensuring major incidents are managed efficiently, stakeholders are informed, and service restoration occurs as quickly as possible while maintaining compliance with Service Level Agreements (SLAs).The Program Manager will serve as a central point of leadership during incident events, working closely with cross-functional teams including Service Desk, Incident Management, Problem Management, Change Management, and Service Delivery teams. This role requires strong operational leadership, excellent communication skills, and the ability to manage complex situations involving multiple technical teams.Key ResponsibilitiesMajor Incident Leadership

• Lead the end-to-end Major Incident Management process for high-severity incidents (Sev 1 and Sev 2).
• Assess business impact and urgency to determine when to declare a Major Incident.
• Coordinate technical teams to drive rapid service restoration or impact mitigation.
• Take ownership of unassigned or escalated incidents and ensure appropriate resources are engaged.

Stakeholder Communication & Coordination

• Provide clear, timely, and consistent communication to stakeholders, including technical teams, leadership, and customers.
• Own and manage outage notifications, status updates, and business communications during incidents.
• Facilitate operational bridge calls and incident response meetings.
• Liaise with Service Desk, Service Delivery Managers (SDMs), Account Relationship Managers (ARMs), and service tower leads.

Operational Governance

• Ensure incidents are managed in accordance with SLA commitments and IT Service Management processes.
• Oversee the execution of the Incident Management process and maintain globally consistent operational practices.
• Act as a Subject Matter Expert (SME) for Major Incident and Incident Management procedures.
• Ensure participating teams follow established processes and escalation paths.

Reporting & Continuous Improvement

• Deliver high-quality incident reports, executive summaries, and operational updates.
• Provide actionable business intelligence and incident metrics to management.
• Identify recurring operational issues and collaborate with teams to drive long-term resolutions.
• Support continuous service improvement initiatives and process optimization efforts.

Cross-Functional Collaboration

• Build strong working relationships across operational teams and service towers.
• Support technical and non-technical participants during major incident response activities.
• Provide guidance and mentoring to operational teams to improve incident response maturity.
• Develop and facilitate training materials related to incident management practices.

Required Qualifications

• 5+ years of experience in IT operations, service management, or incident management
• Strong understanding of IT infrastructure, system integration, and architecture concepts
• Experience managing Major Incident Management processes in enterprise environments
• Proven ability to lead cross-functional and virtual teams during high-pressure situations
• Experience working with business stakeholders and service delivery teams
• Strong communication, facilitation, and leadership skills
• Ability to manage multiple high-priority tasks simultaneously while considering business impact
• Experience handling escalations and stakeholder communications

Preferred Qualifications

• ITIL v3 or ITIL v4 certification or strong familiarity with IT Service Management frameworks
• Experience developing training materials and conducting operational training sessions
• Experience supporting global service delivery environments
• Strong written and verbal communication skills

Key Competencies

• Incident leadership and crisis management
• Cross-functional coordination
• Stakeholder communication
• Process governance and compliance
• Operational reporting and analysis
• Continuous service improvement

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