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Critical Incident Management Jobs (NOW HIRING)

McLane Company

Major Incident Commander

Temple, TX · Hybrid

As a Major Incident Commander II, you will drive resolution of high-severity incidents, restore ... Demonstrated ability to manage high-pressure situations and make critical decisions quickly.

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How much do critical incident management jobs pay per year?

As of Aug 8, 2026, the average yearly pay for critical incident management in the United States is $163,404.00, according to ZipRecruiter salary data. Most workers in this role earn between $129,000.00 and $193,000.00 per year, depending on experience, location, and employer.

What does a typical day look like for someone in critical incident management?

A typical day in Critical Incident Management often involves monitoring systems for potential threats or incidents, coordinating response teams, and leading efforts to resolve high-priority issues efficiently. You’ll proactively communicate with technical teams, business stakeholders, and external partners to gather information, document incidents, and ensure resolution steps are followed. The work can be fast-paced, requiring quick decision-making and the ability to remain calm under pressure. Collaboration is key, as you’ll often serve as a central point of contact during critical events. This role offers valuable experience in crisis leadership and can pave the way for advancement into senior management or specialized risk roles.

What is critical incident management?

A Critical Incident Management job involves identifying, assessing, and resolving high-impact IT or operational incidents to minimize business disruption. Professionals in this role coordinate incident response teams, communicate with stakeholders, and implement resolution strategies. They also analyze past incidents to improve processes and prevent future occurrences. Strong problem-solving skills, decision-making under pressure, and technical expertise are essential for success in this field.

What does a critical incident management do?

A critical incident management professional coordinates responses to emergencies and crises, such as natural disasters, security threats, or system failures. They assess situations, develop response plans, communicate with stakeholders, and ensure safety and continuity of operations, often using incident management systems and requiring strong organizational and communication skills.

What are the key skills and qualifications needed to thrive in critical incident management, and why are they important?

To excel in Critical Incident Management, individuals need expertise in crisis response, risk assessment, and rapid problem-solving, often supported by a background in emergency management or IT and relevant industry certifications. Familiarity with incident management tools like ServiceNow, ITIL frameworks, and real-time communication platforms is typically required. Strong leadership, composure under pressure, and effective communication are standout soft skills for this position. These competencies are essential to ensure swift, organized responses that minimize disruption and facilitate swift recovery during high-stakes situations.

Is critical incident management a good career?

Critical incident management involves coordinating responses to emergencies and crises, requiring strong organizational, communication, and problem-solving skills. It can be a rewarding career for those interested in public safety, emergency response, or security, often involving certifications and shift work. Job stability and growth depend on industry demand and organizational size.

What qualifications do I need to be on a critical incident management team?

Critical incident management team members typically need relevant experience in emergency response, crisis management, or related fields, along with strong communication and problem-solving skills. Certifications such as ICS (Incident Command System) or FEMA training are often required, and a background in safety, security, or emergency services is beneficial.
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Critical Incident Management jobs near you
Infographic showing various Critical Incident Management job openings in the United States as of August 2026, with employment types broken down into 1% As Needed, 83% Full Time, 13% Part Time, and 3% Contract. Highlights an 88% Physical, 2% Hybrid, and 10% Remote job distribution, with an average salary of $163,404 per year, or $78.6 per hour.

Lead Incident Management

Tata Consultancy Service Limited

Deerfield, IL • On-site

$100K - $120K/yr

Full-time

Medical, Dental, Vision, Retirement, PTO

Re-posted 5 days ago

Job description

Must Have Technical/Functional Skills
  • 6+ years of IT Service Management experience with a minimum of 3 years in a dedicated Major Incident
  • Management or Incident Commander role in a large enterprise (Fortune 500 / FTSE 100 equivalent complexity).
  • ITIL 4 Managing Professional or ITIL 4 Specialist: High Velocity IT certification
  • (ITIL 4 Foundation minimum required).
  • Demonstrable experience managing Azure platform incidents: working knowledge of Azure Monitor,
  • Azure Service Health, Log Analytics, Application Insights, and Microsoft support escalation paths.
  • Proven ability to command high-pressure P1 incidents involving 20+ stakeholders across technical and
  • executive levels simultaneously
  • Expert-level proficiency in ServiceNow ITSM, including Incident, Problem, Change modules and
  • dashboard/report building.
  • Strong data analysis skills: ability to analyze incident trends, build KPI dashboards, and present
  • actionable insights to senior leadership.
  • Roles & Responsibilities
  • Major Incident Command & Coordination
  • Serve as the single accountable owner for all P1 and P2 major incidents across on premises
  • and Azure-hosted services, from initial declaration through resolution and post-incident closure.
  • Convene and chair live incident bridge calls and virtual war rooms using Microsoft Teams,
  • coordinating across 10+ internal technical resolver groups, managed service partners,
  • and Microsoft Azure Support (Unified Support escalations).
  • Drive swift triage by leveraging Azure Service Health, Resource Health, and Azure Monitor dashboards
  • to rapidly establish scope, affected services, and blast radius within the first 15 minutes of an incident.
  • Make and enforce escalation decisions, including engaging Microsoft CSS P1 Severity A support cases
  • and activating DR runbooks where service restoration via normal means is not achievable within RTO.
  • Maintain clear, timely, and audience-appropriate stakeholder communications throughout the
  • incident lifecycle, including CEO/CISO executive briefings for business-critical outages.

Post-Incident Review & Continual Improvement
  • Facilitate structured blameless Post-Incident Reviews (PIRs) within agreed SLAs (P1: 48 hours.
  • P2: 5 business days); produce high-quality PIR reports consumed by CTO and Board Technology Committee.
  • Own the incident action item registry; chair weekly SIP (Service Improvement Plan) reviews to ensure
  • commitments are delivered on time and to quality.
  • Identify systemic incident patterns through trend analysis using ServiceNow and Log Analytics.
  • collaborate with Problem Management to drive root cause elimination for repeat incidents.
  • Define, track, and report on enterprise incident management KPIs: MTTD, MTTR, incident recurrence rate
  • ,SLA compliance, and customer impact hours presented to IT leadership in monthly operational reviews.

  • Process Ownership & ITSM Governance
  • Own, maintain, and continuously improve the enterprise Major Incident Management process, policy,
  • playbooks, and runbooks aligned to ITIL 4 and the organizations IT Risk and Control Framework.
  • Define and govern the incident severity classification matrix and escalation decision tree.
  • ensure co nsistent adoption across all IT towers and managed service partners.
  • Maintain and test the enterprise crisis communication framework, including stakeholder
  • notification trees, bridge protocols, and executive communication templates.
  • Collaborate with Change Management to ensure CAB processes adequately assess change-
  • induced incident risk; maintain correlation tracking between changes and incidents.

Azure Operations & Cloud Incident Specifics
  • Develop and maintain Azure-specific incident playbooks covering platform scenarios:
  • AKS node/pod failures, Azure SQL failover events, ExpressRoute circuit drops, Azure Active Directory
  • (Entra ID) authentication outages, and Azure region-wide service incidents.
  • Maintain working relationships with Microsoft TAM (Technical Account Manager) and
  • Azure Rapid Response team: ensure escalation paths to Microsoft CSS are exercised and SLAs understood.
  • Monitor Azure Service Health and Microsoft 365 Service Health Dashboard proactively.
  • initiate pre-emptive incident declarations for advisory/degraded-service notifications affecting business-criticalservices.
  • Participate in Azure Operational Reviews with Cloud Platform and SRE teams to identify observability
  • gaps, alerting blind spots, and runbook deficiencies before they manifest as major incidents.

Capability Building & Stakeholder Engagement
  • Design and deliver MIM process training programmes for Level 1/2 Service Desk, resolver groups,
  • and technology leadership; conduct quarterly simulation exercises (GameDay / IncidentEx).
  • Act as a subject matter expert in enterprise-wide DR and BCP exercises; validate incident response
  • readiness across all Azure-hosted Tier-0 services.
  • Build and manage a network of Incident Coordinators across global IT towers to support follow-the -sun incident coverage.

Salary Range-$100,000-$120,000 a year
#LI-KR3
TCS Employee Benefits Summary:
Discretionary Annual Incentive.
Comprehensive Medical Coverage: Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans.
Family Support: Maternal & Parental Leaves.
Insurance Options: Auto & Home Insurance, Identity Theft Protection.
Convenience & Professional Growth: Commuter Benefits & Certification & Training Reimbursement.
Time Off: Vacation, Time Off, Sick Leave & Holidays.
Legal & Financial Assistance: Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing.

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