SeniorAdministrator - Incident Management, ServiceNow

Title - Incident Manager (Global Incident Management)

Location - Jacksonville, Florida, United States

Job Summary

We are seeking an experienced Regional Lead – Major Incident Management (US) to oversee the management, coordination, and resolution of critical IT incidents within the US region. This role is responsible for ensuring operational stability, minimizing service disruptions, and leading major incident response activities in a fast-paced, mission-critical environment.

The successful candidate will serve as the primary escalation point for high-impact incidents, drive incident resolution efforts, manage regional incident teams, and collaborate with global stakeholders to ensure adherence to Incident Management processes, governance frameworks, and service excellence standards.

This position operates within a global "follow-the-sun" support model, providing 24x7x365 Major Incident Management coverage across multiple regions.

Key Responsibilities

Major Incident Management

• Lead and coordinate the resolution of high-severity IT incidents to restore business services as quickly as possible.
• Act as the primary senior escalation point for major incidents during US business hours.
• Ensure incidents are managed in accordance with established Incident Management processes, procedures, and controls.
• Drive incident bridge calls and coordinate technical teams during critical outage events.
• Provide timely and accurate communications to senior leadership and key stakeholders throughout the incident lifecycle.

Team Leadership & Service Management

• Lead, mentor, and develop the regional Major Incident Management team.
• Manage team performance, objectives, and professional development.
• Ensure consistent service delivery and operational excellence.
• Participate in weekend on-call management escalation rotations.

Stakeholder Management

• Build and maintain strong relationships with business and technology stakeholders.
• Collaborate with global incident management teams to ensure consistent application of processes and governance standards.
• Facilitate communication between technical teams and business leadership during critical incidents.

Process Improvement & Strategy

• Drive continual service improvement initiatives across Incident Management functions.
• Identify recurring issues and work with Problem Management teams to reduce future incidents.
• Support strategic operational improvements and organizational transformation initiatives.
• Promote a culture of accountability, collaboration, and operational excellence.

Required Skills & Experience

• Advanced experience managing a Major Incident Management team in a large enterprise environment.
• Strong knowledge of ITIL processes, including:Incident Management
• Problem Management
• Change Management
• Knowledge Management
• Experience leading cross-functional teams during critical incident situations.
• Strong stakeholder management and executive communication skills.
• Ability to assess high-pressure situations and drive rapid incident resolution.
• Experience managing globally distributed teams and stakeholders.
• Excellent analytical, troubleshooting, and problem-solving abilities.
• Strong written and verbal communication skills.
• Experience translating technical information into clear business language.
• Strong leadership, coaching, and mentoring capabilities.
• Ability to operate effectively in a fast-paced, mission-critical environment.

Preferred Qualifications

• ITIL Foundation or Advanced ITIL Certification.
• Experience supporting global operations within a 24x7 environment.
• Experience driving operational transformation and service improvement initiatives.
• Strong knowledge of enterprise IT infrastructure, cloud services, and technology operations.

Key Competencies

• Major Incident Management
• Service Operations
• ITIL Framework
• Stakeholder Management
• Team Leadership
• Crisis Management
• Executive Communication
• Change Management
• Problem Management
• Continuous Service Improvement
• Strategic Planning
• Operational Excellence

Work Environment

• Hybrid work model (office and remote flexibility).
• Participation in after-hours and weekend escalation rotations.
• Fast-paced, high-visibility operational environment supporting critical business services.

Compensation and Benefits

A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year.

Disclaimer

HCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to secure@hcltech.com for investigation.