Major Incident Manager

Responsibilities

• Manage the full lifecycle of major incidents from detection to resolution
• Lead technical bridge calls with Infrastructure, Application, and Network teams
• Ensure timely engagement of Subject Matter Experts and escalation to leadership
• Provide regular, clear communication and status updates to technical and business stakeholders
• Maintain accurate incident timelines and documentation within ITSM tools
• Drive post-incident Root Cause Analysis (RCA) and problem management activities
• Adhere to ITIL Incident Management best practices and recommend process improvements

Requirements

• 8+ years of experience in IT operations, including at least 3 years in incident management
• Strong understanding of the ITIL framework (Incident & Problem Management)
• Bachelor’s degree in IT, Computer Science, or a related field
• Familiarity with ITSM tools such as ServiceNow or Jira
• Technical knowledge of Windows/Linux OS, networking fundamentals, and cloud computing (AWS/Azure)
• Ability to analyze logs and troubleshoot application or service issues
• Basic scripting skills in PowerShell, Bash, or Python
• Excellent leadership and communication skills with the ability to manage high-pressure situations

Preferred Qualifications

• ITIL Foundation certification

About the Company

MKS Instruments enables technologies that transform our world. With approximately 10,000 employees globally, we serve the semiconductor manufacturing, electronics, and specialty industrial markets. Our innovations support advancements in 5G, renewable energy, artificial intelligence, and cloud technology.