C2C Hiring for Major Incident Manager @ Vancouver, WA

Role – Major Incident Manager

Location – Vancouver, WA(Onsite from day 1)
Contract

Need 10+ years profiles only

Job Summary

1. Crisis Command & Incident Orchestration

​Trigger & Mobilization: Instantly invoke the Major Incident Management process upon notification of a Priority 1 (P1) or high-impact Priority 2 (P2) event.
​Bridge Management: Chair and lead the Major Incident Command Bridge / War Room. Coordinate internal engineering, infrastructure, application, and 3rd-party vendor teams.
​Drive Restoration: Maintain absolute focus on service restoration and workarounds rather than immediate root cause analysis.
​2. Stakeholder & Executive Communication

​Broadcast timely, clear, and non-jargon status updates to executive leadership, business unit heads, and key stakeholders at fixed cadences (e.g., every 15–30 minutes).
​Manage escalation paths to engage senior technical leads or external suppliers when resolution stalls.
​3. Governance & Post-Incident Management (PIR)

​Hand-off to Problem Management: Ensure seamless transition of the incident to the Problem Management team for Root Cause Analysis (RCA) once service is restored.
​Post-Incident Reviews (PIR): Facilitate PIR sessions to capture timelines, evaluate response effectiveness, and document lessons learned.
​Emergency Changes: Authorize and log Emergency Change Requests (ECRs) required for immediate fixes in compliance with ITIL Change Management.
​4. Process & KPI Reporting

​Track key performance indicators, including Mean Time to Detect (MTTD), Mean Time to Restore Service (MTRS), and SLA compliance.
​Continuously refine Major Incident playbooks, escalation matrices, and response workflows.