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Major Incident Management Analyst Jobs (NOW HIRING)

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Director, Major Incident Management

Denver, CO · On-site

Lead operational reviews, trend analysis, and improvement initiatives designed to reduce customer ... Deep knowledge of Major Incident Management, IT Service Management (ITSM), Change Management ...

Visa

Director, Major Incident Management

Denver, CO

Lead operational reviews, trend analysis, and improvement initiatives designed to reduce customer ... Deep knowledge of Major Incident Management, IT Service Management (ITSM), Change Management ...

Visa

Director, Major Incident Management

Denver, CO

Lead operational reviews, trend analysis, and improvement initiatives designed to reduce customer ... Deep knowledge of Major Incident Management, IT Service Management (ITSM), Change Management ...

E*Pro, Inc.

Major Incident Management Lead

Burbank, CA · On-site

Incident Manager Location : Burbank, CA Job Type : Permanent Full Time 8+ years of experience primarily in ITIL Incident and Major incident Management Worked as a Major Incident management lead for ...

Apex Systems

Major Incident Manager

Charlotte, NC · On-site

$56.16/hr

Top Must-Haves: 3-5 years of Incident Management experience Excellent written and verbal ... Ability to analyze data and make correlations to events and performance Facilitate the resolution ...

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Major Incident Management Analyst information

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How much do major incident management analyst jobs pay per hour?

As of Sep 9, 2026, the average hourly pay for major incident management analyst in the United States is $38.31, according to ZipRecruiter salary data. Most workers in this role earn between $28.85 and $43.51 per hour, depending on experience, location, and employer.

What is a major incident management analyst?

A Major Incident Management Analyst is a professional responsible for coordinating and managing the response to major IT incidents that significantly impact business operations. They work to quickly restore services, minimize disruption, and communicate with stakeholders throughout the incident lifecycle. Their role includes identifying the root cause, ensuring proper documentation, and implementing preventative measures to avoid future incidents. They often collaborate with technical teams, management, and third-party vendors to resolve issues efficiently.

How does a major incident management analyst typically interact with technical teams during a critical incident?

A Major Incident Management Analyst acts as a central coordinator during high-impact incidents, collaborating closely with technical teams such as network engineers, application support, and infrastructure specialists. They facilitate communication between teams to ensure that everyone is aligned on incident status, root cause investigations, and recovery efforts. Their role often involves running incident bridges, documenting key actions, and escalating issues as needed to minimize downtime. Effective teamwork and rapid information sharing are essential to restore services quickly and prevent future incidents.

What are the key skills and qualifications needed to thrive as a major incident management analyst, and why are they important?

To thrive as a Major Incident Management Analyst, you need a solid understanding of IT service management frameworks (like ITIL), strong analytical skills, and experience in incident resolution processes. Familiarity with incident management tools such as ServiceNow, BMC Remedy, and relevant ITIL certifications are typically required. Exceptional communication, problem-solving abilities, and the capacity to remain calm under pressure help professionals excel in this role. These skills are crucial for minimizing service disruptions, ensuring timely resolution of major incidents, and maintaining organizational stability.

What is the difference between Major Incident Management Analyst vs Incident Coordinator?

AspectMajor Incident Management AnalystIncident Coordinator
CertificationsITIL, CompTIA, or similarITIL, CompTIA, or similar
Work EnvironmentIT service management, incident response teamsIT support, operations teams
Employer & IndustryTech companies, service providersIT departments, enterprise organizations

The Major Incident Management Analyst focuses on managing and resolving high-impact incidents, often involving critical systems, while the Incident Coordinator handles day-to-day incident response and communication. Both roles require similar certifications and work in IT service environments, but the analyst typically deals with more severe incidents requiring specialized analysis and escalation.

What cities are hiring for Major Incident Management Analyst jobs?

Cities with the most Major Incident Management Analyst job openings:

What states have the most Major Incident Management Analyst jobs?

States with the most job openings for Major Incident Management Analyst jobs include:

What are popular job titles related to Major Incident Management Analyst jobs?

For Major Incident Management Analyst jobs, the most frequently searched job titles are:

Major Incident Management Analyst jobs near you

Major Incident Management Analyst

Salisbury, NC • On-site

ViziRecruiter,LLC.
See more jobs at ViziRecruiter,LLC.external

$80 - $100/hr

Other

Posted 7 days ago

Job description

Introduction

Ahold Delhaize USA, a division of global food retailer Ahold Delhaize, is part of the U.S. family of brands, which also includes five leading omnichannel grocery brands – Food Lion, Giant Food, The GIANT Company, Hannaford and Stop & Shop. Ahold Delhaize USA associates support the brands with a wide range of services, including Finance, Legal, Sustainability, Commercial, Digital and E-commerce, Technology and more.

Overview

The Major Incident Management (MIM) Analyst is responsible for leading the response to major incidents at Ahold Delhaize USA. This role ensures the swift and effective resolution of major incidents, facilitating communication and coordination between various teams, stakeholders, and executives. The MIM Analyst acts as the liaison during crisis events, ensuring that all necessary teams are promptly engaged and aligned to resolve incidents. Additionally, the MIM Analyst oversees communication processes, driving adherence to best practices, continuous improvement initiatives, and root cause analysis.

Our flexible/hybrid work schedule includes 3 in-person days at one of our core locations and 2 remote days. Our core office locations are Salisbury, NC; Chicago, IL; Quincy, MA.

Applicants must be currently authorized to work in the United States on a full‑time basis.

Responsibilities
  • Lead the execution of best-in‑class practices for the major incident management (MIM) response team.
  • Ensure the quality and effectiveness of MIM processes, ensuring compliance with related procedures, data models, policies, and technologies.
  • Manage the rapid response for major incidents, ensuring proper execution across IT teams, vendors, and stakeholders.
  • Oversee the communication lifecycle for major incidents, ensuring timely, accurate, and clear updates through appropriate channels. This includes communication with senior executives (e.g., CIO, CTO, SVP, VP).
  • Collaborate with Executive Leadership to provide guidance and recommendations on major incident responses, as needed.
  • Coordinate with Service Desk(s), Command Center, Service Delivery teams, suppliers, and Infrastructure/Application support teams for seamless execution of major incidents.
  • Maintain adherence to ITIL standards, ensuring that governing, monitoring, and assessment processes are continuously followed.
  • Proactively identify trends and potential issues in the environment, collaborating with IT functions to implement preventative measures.
  • Drive continuous improvement initiatives, focusing on optimizing supplier performance and collaborating with IT Operations to improve business outcomes.
Requirements
  • Bachelor's degree in Computer Science, a technical field, or Business Administration. Equivalent certifications/experience will be considered.
  • 3+ years of experience in a relevant technical or incident management role, with experience leading teams.
  • Proven ability to manage and execute mid to large projects independently, from initiation to closure.
  • Experience in developing, maintaining, and enforcing policies, procedures, standards, and guidelines.
  • Strong understanding of IT infrastructure and application operations.
  • Excellent analytical, leadership, and presentation skills, with the ability to communicate effectively at all levels of the organization.
  • Ability to manage priorities and drive issues to resolution, ensuring timely delivery of tasks and objectives.
  • Familiarity with both Waterfall and Agile development methodologies.
Preferred Qualifications
  • Postgraduate degree or advanced training/certifications in relevant fields.
  • 2+ years of experience working with Agile teams and in a Product/Platform-based operating model.
  • ITIL v4 Foundation certification.
  • Retail or grocery industry experience is a plus.
  • Up-to-date knowledge of current IT trends and innovations.
  • Previous experience in Major Incident Management at a mid- or large-sized organization.

ME/NC/PA/SC Salary Range: $75,040 - $112,560

IL/MA/MD/NY Salary Range: $86,320 - $129,480

All ADUSA job offers take multiple factors into consideration including, but not limited to salary range, internal equity, a candidate's qualifications, geographic region, job-related knowledge and skills.

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