Major Incident Manager

Role Summary:

The Major Incident Manager is responsible for managing the lifecycle of major incidents, ensuring timely resolution, effective communication, and minimal business impact. This role acts as the central point of coordination during critical outages and drives post-incident reviews.

Key Responsibilities

• Incident Coordination
  • Take ownership of major incidents from detection to resolution.
  • Initiate and lead technical bridge calls with relevant teams (Infrastructure, Application, Network).
  • Ensure timely engagement of SMEs and escalation to leadership when required.
• Communication
  • Provide regular updates to stakeholders during incidents.
  • Maintain clear and concise communication across technical and business teams.
  • Issue incident notifications and status reports as per communication plan.
• Documentation
  • Record incident timeline, actions taken, and decisions made.
  • Ensure accurate incident ticket updates in ITSM tool.
  • Drive post-incident RCA and problem management activities.
• Process Compliance
  • Adhere to ITIL Incident Management best practices.
  • Identify gaps and recommend improvements in incident handling processes.

Required Skills

• Strong understanding of ITIL framework (Incident & Problem Management).
• Excellent communication and leadership skills.
• Ability to manage high-pressure situations and make quick decisions.
• Familiarity with ITSM tools (ServiceNow, Jira, etc.).
• Basic technical knowledge of infrastructure and applications for effective coordination.
• High-level knowledge of Windows/Linux OS, Networking fundamentals, AWS, Azure, and Cloud computing.
• Experience with monitoring and ITSM tools.
• Ability to analyze logs and troubleshoot application/service issues.
• Basic scripting skills (PowerShell, Bash, Python preferred).
• Good communication and problem-solving skills.

Qualifications

• Bachelor’s degree in IT/Computer Science or related field.
• 8+ years of experience in IT operations, with at least 3 years in incident management.
• ITIL Foundation certification preferred.

Globally, our policy is to recruit individuals from wide and diverse backgrounds. However, certain positions require access to controlled goods and technologies subject to various export control regulations.  Applicants for these positions may be limited (by, for example, their countries of citizenship, country of origin, or immigration status) where required by law or governmental contact, and/or employment made contingent upon the issuance of appropriate governmental licensing.

MKS Inc. and its affiliates and subsidiaries (“MKS”) is an affirmative action and equal opportunity employer: diverse candidates are encouraged to apply. We win as a team and are committed to recruiting and hiring qualified applicants regardless of race, color, national origin, sex (including pregnancy and pregnancy-related conditions), religion, age, ancestry, physical or mental disability or handicap, marital status, membership in the uniformed services, veteran status, sexual orientation, gender identity or expression, genetic information, or any other category protected by applicable law. Hiring decisions are based on merit, qualifications and business needs. We conduct background checks and drug screens, in accordance with applicable law and company policies.  MKS is generally only hiring candidates who reside in states where we are registered to do business.

MKS is committed to working with and providing reasonable accommodations to qualified individuals with disabilities. If you need a reasonable accommodation during the application or interview process due to a disability, please contact us at: [email protected] .

If applying for a specific job, please include the requisition number (ex: RXXXX), the title and location of the role