Major Incident Manager

At Moody's, we unite the brightest minds to turn today’s risks into tomorrow’s opportunities. We do this by striving to create an inclusive environment where everyone feels welcome to be who they are-with the freedom to exchange ideas, think innovatively, and listen to each other and customers in meaningful ways. 

If you are excited about this opportunity but do not meet every single requirement, please apply! You still may be a great fit for this role or other open roles. We are seeking candidates who model our values: invest in every relationship, lead with curiosity, champion diverse perspectives, turn inputs into actions, and uphold trust through integrity. 

Skills and Competencies

• 3-7 Years of experience in Service Management, Network Operations, Cloud Operations or IT support function preferrable into Incident Support or Major Incident Management.
• Excellent communication and coordination skills.
• Strong analytical and problem-solving abilities.
• Ability to work under pressure and handle critical situations calmly.
• Experience in Major Incident Management
• Basic understanding of IT infrastructure components (servers, networks, applications, etc.)

Education

• Bachelor’s degree in Computer Science, Information Technology, or a related field.

Responsibilities

• Actively monitor and manage Major Incident Bridges to ensure smooth communication among stakeholders.
• Coordinate with technical teams, vendors, and service owners to drive incident resolution within agreed SLAs.
• Provide real-time updates to stakeholders about incident status, progress, and resolution plans.
• Ensure compliance with ITIL-based Incident, Problem, and Change Management processes.
• Track and document incidents, updates, and resolutions in the service management tool.
• Generate incident reports and share insights with senior management.
• Act as the primary point of contact during major incidents.
• Build strong relationships with internal and external teams for effective incident resolution.
• Stay updated with ITIL best practices and enhance knowledge of service management tools and methodologies.
• Participate in training sessions and certifications to improve technical and soft skills.

About the team

We are seeking a dynamic and motivated individual to join our Service Management team as a System Engineer. The ideal candidate will have a foundational understanding of ITIL processes and be responsible for managing Major Incident Bridges to ensure quick resolution of critical issues. This role offers an excellent opportunity to build a career in IT Service Management while gaining hands-on experience in a fast-paced environment.

#LI-Hybrid

Moody’s is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, sexual orientation, gender expression, gender identity or any other characteristic protected by law.

Candidates for Moody's Corporation may be asked to disclose securities holdings pursuant to Moody’s Policy for Securities Trading and the requirements of the position. Employment is contingent upon compliance with the Policy, including remediation of positions in those holdings as necessary.