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Major Incident Manager

Romania, Brasov · Job Posted April 11, 2026
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Job Description

The Major Incident Manager will oversee the Major Incident Management process, acting as the primary contact for all major incidents. This role requires strong leadership and communication skills to coordinate with various stakeholders and ensure timely resolution of incidents. A Bachelor’s degree in Computer Science or a related field is preferred, along with 1-3 years of relevant experience. ITIL certification is a plus.

Job Responsibility

  • Inviting all relevant parties, including fault clearance teams, affected areas, and stakeholders, to the Major Incident Conference or Call, ensuring adherence to the client's fault clearance criteria
  • Announcing incident dates to all involved parties via telephone
  • Ensuring a seamless process for the swift resolution of major incidents while maintaining high-quality incident processing standards
  • Providing transparency from the beginning of the incident, covering business impact, incident history, current analysis status, and ongoing updates throughout the fault clearance process
  • Designing and activating notifications to keep the client's staff informed
  • Conducting risk assessments, making decisions, and prioritizing troubleshooting measures while ensuring visibility of potential or actual effects
  • Actively monitoring and following up on agreed incident resolution measures, initiating escalations when progress is insufficient
  • Evaluating and analyzing all resolved major incidents
  • Developing and documenting measures for integration into downstream processes such as problem management, change management, availability management, and cybersecurity
  • Reviewing and approving Major Incident QuickCodes
  • Implementing sustainable stabilization strategies for the client's system landscape based on major incident management findings
  • Conceptualizing and preparing a monthly major incident management quality report, measuring incident resolution quality using mutually agreed criteria, and presenting findings
  • Supporting ongoing efforts to reduce major incident resolution times
  • Creating, maintaining, and enhancing a knowledge database containing incident insights, solution approaches, known errors, system relationships, and client system landscape details, ensuring alignment with client expectations

Requirements

  • Bachelor’s degree in Computer Science, Software Engineering or related field preferred
  • Minimum 1-3 years of experience in a similar role
  • Strong understanding of the ITIL framework and best practices, with ITIL certification (v3 or v4) preferred
  • Ability to analyze complex technical issues across IT domains, including infrastructure, applications, networks, and security
  • Basic knowledge of IT operations tools and systems, including Monitoring Tools & Console, PowerShell on Command Line, SAP & SAP ChaRM, Job Control, and Server Operations across Unix, Windows, and Azure environments
  • Familiarity with key technologies supporting system integrity, including Network & Network Security, Storage, Middleware, File Transfer & Archiving, Application Support, Database Management (Oracle, MSSQL), and Java Platform (PKS) for deployment and integration
  • Strong communication skills, both written and verbal, to engage with technical and non-technical audiences
  • Excellent interpersonal and presentation skills for effective stakeholder interactions
  • Leadership and coordination skills to guide cross-functional teams and ensure efficiency under pressure
  • Excellent command of both spoken and written English
  • Excellent command of both spoken and written German

What we offer

  • Smooth integration and a supportive mentor
  • Choose from Remote, Hybrid or Office work opportunities
  • Different working hours to suit your needs
  • Sponsored certifications, trainings and top e-learning platforms
  • Private Health Insurance
  • Individual coaching sessions or accredited Coaching School
  • Epic parties or themed events
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