Major Incident Management

About the role

Responsibilities

• Lead the Incident, Change, and Problem Management programs end-to-end, applying a risk-based framework to prioritize efforts across the company where they reduce the most organizational risk
• Define, maintain, and report on operational health metrics that provide clear, ongoing visibility into service availability, incident trends, change success rates, and residual risk
• Deliver regular operational reporting to leadership, surfacing systemic patterns, unresolved follow-ups, and areas of elevated risk with clear recommendations
• Coach and develop a team of Major Incident Managers, setting clear expectations for structured incident command, stakeholder communication, and post-incident follow-through
• Own the Post-Incident Review process, ensuring blameless, high-quality analysis that turns findings into prioritized problem records and measurable improvements
• Own and continuously improve the Change Management process, balancing delivery speed with risk reduction through clear classification, approval, and review standards
• Partner with Engineering, Product, Security, and Mission Control to align on risk appetite, reduce time to mitigation, and ensure change governance supports the product roadmap
• Use incident, problem, and change data to identify recurring failures, weak controls, and systemic causes — driving prioritization of corrective actions based on strategic impact

Requirements

• 5-8 years of experience managing teams who deliver Major Incident Management and Problem Management functions within multinational, distributed companies
• Proven people management experience leading operational or incident-focused teams (e.g., Incident Managers, SRE, NOC/Command Center)
• Track record of defining operational metrics and building reporting that gives leadership clear visibility into operational health and risk
• Strong understanding of ITIL or similar service management frameworks (Incident, Problem, and Change Management), applied pragmatically in modern engineering organizations
• Demonstrated ability to lead critical incidents under pressure with structure, clarity, and calm decision-making
• Experience establishing or maturing post-incident review practices and translating findings into systemic improvements
• Familiarity with Atlassian products and ITSM platforms (e.g., Jira Service Management, Confluence, Statuspage)
• Experience using or developing AI tooling to enhance correlation, accuracy, and speed for outage resolution and problem management
• Excellent written and verbal communication skills in English, with the ability to tailor messages to executives, engineers, and non-technical stakeholders