Excelia is a multinational Consulting, Technology, and Professional Services firm with more than 25 years of experience. We provide services in over 50 countries across Europe, Latin America, and the United States, operating from our 9 own offices worldwide.

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Job Description:

We are seeking a highly motivated Incident Manager / Major Incident Manager to join our team. In this role, you will be responsible for coordinating critical (P1/P2) incidents across multiple service lots, ensuring rapid resolution while minimizing business impact.

Key Responsibilities:

- Coordinate and manage P1/P2 incidents across all service areas
- Lead major incident war rooms and ensure effective collaboration
- Drive escalation management processes and ensure timely resolution
- Communicate clearly and effectively with stakeholders during incidents
- Ensure proper incident documentation and post-incident reviews




- Work closely with technical teams to restore service as quickly as possible
- Identify opportunities to improve incident management processes

Required Skills & Qualifications:

- Strong experience in critical incident management within 24x7 environments
- Proven ability to lead cross-functional teams under pressure
- Structured and effective communication skills
- Solid knowledge of ITIL Incident Management processes
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- Experience managing high-impact incidents in complex production environments

Preferred Qualifications:

- Experience in large-scale, multi-vendor environments
- Strong problem-solving and decision-making skills
- Ability to remain calm and focused in high-pressure situations

If you are passionate about managing critical situations, leading teams under pressure, and ensuring service continuity, we would love to hear from you.

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