MIM Canada
Zensar.com
Office
Canada
Full Time
Job Title: Major Incident Manager
Job Summary:
We are seeking an experienced Major Incident Manager to oversee and drive the resolution of critical IT incidents, ensuring minimal disruption to business operations. The ideal candidate will have strong expertise in incident management, rapid problem resolution, stakeholder communication, and post-incident analysis to improve overall service reliability.
Key Responsibilities:
• Lead and coordinate the response to major IT incidents, ensuring timely resolution and minimal impact on business operations.
• Act as the primary point of contact during incidents, providing updates to senior management, stakeholders, and technical teams.
• Drive root cause analysis (RCA) and collaborate with support teams to implement long-term solutions.
• Establish and enforce incident management processes, escalation procedures, and response strategies.
• Facilitate war rooms and engage relevant teams (e.g., infrastructure, applications, security) for rapid issue resolution.
• Monitor and analyze incident trends to identify areas for proactive improvement.
• Maintain detailed incident records, create post-mortem reports, and drive continuous improvement initiatives.
• Work with Change and Problem Management teams to prevent recurrence of major incidents.
• Ensure compliance with ITIL best practices and organizational SLAs for incident resolution.
Required Skills & Qualifications:
• Proven experience in major incident management within an enterprise IT environment.
• Strong knowledge of ITIL frameworks, incident lifecycle, and best practices.
• Excellent problem-solving skills with the ability to work under pressure in a fast-paced environment.
• Strong communication and stakeholder management skills, including the ability to provide clear updates to executive leadership.
• Experience with incident management tools (e.g., ServiceNow, BMC Remedy, JIRA, or equivalent).
• Understanding of IT infrastructure, cloud technologies, and network architecture.
• Ability to coordinate cross-functional teams and drive resolution in complex IT environments.
Preferred Qualifications:
• ITIL Foundation or higher certification (e.g., ITIL v4).
• Experience in enterprise-scale IT operations with a strong focus on incident, problem, and change management.
• Familiarity with automation and monitoring tools for proactive incident detection (e.g., Splunk, SolarWinds, Dynatrace).
• Experience working in a 24x7 operations or managed service provider environment.
• Strong knowledge of cloud services (Azure, AWS, or Google Cloud) and their incident management approaches. Advantage Zensar We are a technology consulting and services company with 11, 800+ associates in 33 global locations. More than 130 leading enterprises depend on our expertise to be more disruptive, agile and competitive. We focus on conceptualizing, designing, engineering, marketing, and managing digital products and experiences for high-growth companies looking to disrupt through innovation and velocity.
Zensar Technologies is an Equal Employment Opportunity (EEO) and Affirmative Action Employer, encouraging diversity in the workplace. Please be assured that we will consider all qualified applicants fairly, regardless of race, creed, color, ancestry, religion, sex, national origin, citizen status, age, sexual orientation, gender identity, disability, marital status, family medical leave status, or protected veterans’ status.
Zensar is a place where you are free to express yourself in an environment that values individuality, nurtures development and is mindful of wellbeing. We put our people and customers at the center of everything that we do. Our core values include:
Job Summary:
We are seeking an experienced Major Incident Manager to oversee and drive the resolution of critical IT incidents, ensuring minimal disruption to business operations. The ideal candidate will have strong expertise in incident management, rapid problem resolution, stakeholder communication, and post-incident analysis to improve overall service reliability.
Key Responsibilities:
• Lead and coordinate the response to major IT incidents, ensuring timely resolution and minimal impact on business operations.
• Act as the primary point of contact during incidents, providing updates to senior management, stakeholders, and technical teams.
• Drive root cause analysis (RCA) and collaborate with support teams to implement long-term solutions.
• Establish and enforce incident management processes, escalation procedures, and response strategies.
• Facilitate war rooms and engage relevant teams (e.g., infrastructure, applications, security) for rapid issue resolution.
• Monitor and analyze incident trends to identify areas for proactive improvement.
• Maintain detailed incident records, create post-mortem reports, and drive continuous improvement initiatives.
• Work with Change and Problem Management teams to prevent recurrence of major incidents.
• Ensure compliance with ITIL best practices and organizational SLAs for incident resolution.
Required Skills & Qualifications:
• Proven experience in major incident management within an enterprise IT environment.
• Strong knowledge of ITIL frameworks, incident lifecycle, and best practices.
• Excellent problem-solving skills with the ability to work under pressure in a fast-paced environment.
• Strong communication and stakeholder management skills, including the ability to provide clear updates to executive leadership.
• Experience with incident management tools (e.g., ServiceNow, BMC Remedy, JIRA, or equivalent).
• Understanding of IT infrastructure, cloud technologies, and network architecture.
• Ability to coordinate cross-functional teams and drive resolution in complex IT environments.
Preferred Qualifications:
• ITIL Foundation or higher certification (e.g., ITIL v4).
• Experience in enterprise-scale IT operations with a strong focus on incident, problem, and change management.
• Familiarity with automation and monitoring tools for proactive incident detection (e.g., Splunk, SolarWinds, Dynatrace).
• Experience working in a 24x7 operations or managed service provider environment.
• Strong knowledge of cloud services (Azure, AWS, or Google Cloud) and their incident management approaches. Advantage Zensar We are a technology consulting and services company with 11, 800+ associates in 33 global locations. More than 130 leading enterprises depend on our expertise to be more disruptive, agile and competitive. We focus on conceptualizing, designing, engineering, marketing, and managing digital products and experiences for high-growth companies looking to disrupt through innovation and velocity.
Zensar Technologies is an Equal Employment Opportunity (EEO) and Affirmative Action Employer, encouraging diversity in the workplace. Please be assured that we will consider all qualified applicants fairly, regardless of race, creed, color, ancestry, religion, sex, national origin, citizen status, age, sexual orientation, gender identity, disability, marital status, family medical leave status, or protected veterans’ status.
Zensar is a place where you are free to express yourself in an environment that values individuality, nurtures development and is mindful of wellbeing. We put our people and customers at the center of everything that we do. Our core values include:
- Putting people first
- Client-centricity
- Collaboration
MIM Canada
Office
Canada
Full Time
September 18, 2025