Major Incident Manager

Job Title: Project Manager (Major Incident Management & NOC )

Location: Onsite – Wilmington, DE (Day1 Onsite)

Employment Type: Full-time & Contract

Experience: 10+ years in IT Operations / NOC / Major Incident Management

Role Summary:

The Project Manager is responsible for Major Incident Management & NOC Teams .

This role leads the team for MIM and NOC functions who drive Major Incident (P1/P2) execution, ensures rapid service restoration, and continuously improves operational maturity through problem management, automation, observability enhancements, and SLA governance.

The role requires a mix of strong incident leadership, technical depth across infrastructure and applications, and people/process management to ensure stability, availability, and performance across critical services.

Key Responsibilities:

A) Manage Team of Major Incident Managers (Command & Control)

Own the Major Incident (P1/P2) process from detection to resolution, including war-room leadership, stakeholder updates, and closure.

Ensure structured triage, containment, workaround, and restoration.

Drive cross-functional coordination (App, Infra, Network, Security, DB, Cloud, Vendor teams) to reduce MTTR.

Ensure high-quality incident communications: executive summaries, impact analysis, ETAs, customer/business comms.

Lead and facilitate Post Incident Reviews (PIR/RCA); ensure actionable corrective/preventive actions (CAPA).

Identify recurring issues and trigger Problem Management with measurable reduction plans.

ITIL v4 Foundation (preferred).

Reduced MTTD and MTTR for P1/P2 incidents.

Improved SLA compliance and reduction in escalation breaches.

Reduced repeat incidents via problem management and preventive actions.

Improved alert quality: lower false positives, better signal-to-noise ratio.

Strong PIR/RCA compliance: on-time RCAs with measurable preventive outcomes.

Improved NOC operational maturity: SOP adherence, shift handover quality, audit readiness.

B) NOC Leadership & Operations

Manage the NOC team responsible for 24x7 monitoring, alert triage, event correlation, escalation, and ticket quality.

Establish/maintain standard operating procedures (SOPs), runbooks, escalation matrices, and on-call models.

Ensure NOC meets SLAs/OLAs, improves alert fidelity, and reduces noise through tuning and automation.

Manage handover governance between shifts; maintain service continuity and operational hygiene.

C) Service Reliability & Continuous Improvement

D) Stakeholder & Vendor Management

E) Managerial / Leadership Skills (Must Have)

Technical Skills (Must Have):

A) Monitoring / Observability

B) Incident / ITSM Platforms (Good to Have )

Experience designing workflows, SLAs/OLAs, routing rules, and automation integrations.

Hands-on experience with NOC tooling and observability platforms such as:Splunk / ELK, Datadog, Dynatrace, New Relic, AppDynamics,Prometheus/Grafana, CloudWatch/Azure Monitor

C) Infrastructure & Platform Breadth

Solid understanding across:

Windows/Linux administration basics

Network fundamentals (DNS, DHCP, TCP/IP, routing, load balancers, firewalls)