Build your best future with the Johnson Controls team

As a global leader in smart, healthy and sustainable buildings, our mission is to reimagine the performance of buildings to serve people, places and the planet. Join a winning team that enables you to build your best future! Our teams are uniquely positioned to support a multitude of industries across the globe. You will have the opportunity to develop yourself through meaningful work projects and learning opportunities. We strive to provide our employees with an experience, focused on supporting their physical, financial, and emotional wellbeing. Become a member of the Johnson Controls family and thrive in an empowering company culture where your voice and ideas will be heard - your next great opportunity is just a few clicks away!

What we offer

Competitive salary and bonus plan
Paid vacation/holidays/sick time
Comprehensive benefits package including 401K, medical, dental, and vision care - Available day one
Extensive product and on the job/cross training opportunities with outstanding internal resources
Encouraging and collaborative team environment
Dedication to safety through our Zero Harm policy
Check us Out: Day in the Life of the Building of the Future https://youtu.be/pdZMNrDJviY

What you will do

We are seeking a highly skilled and experienced Major Incident Manager Lead to join our team. The successful candidate will be responsible for leading and managing major incidents, ensuring timely resolution and minimizing impact on business operations. They will oversee a team of incident managers, coordinate with various technical teams, and drive incident response and resolution processes.

How you will do it

• Lead and manage a team of Major Incident Managers, providing guidance and support.
  
  


• Establish and enforce incident management processes and best practices.
  
  


• Act as the primary point of contact for major incidents, ensuring effective communication and escalation.
  
  


• Coordinate and collaborate with technical teams and stakeholders during incident response and resolution.
  
  


• Prioritize major incidents based on impact and urgency, ensuring appropriate resources are allocated.
  
  


• Facilitate and lead incident management meetings, providing updates and guidance.
  
  


• Drive incident investigations, ensuring root cause analysis and preventive actions are performed.
  
  


• Develop and maintain incident management documentation, including incident response plans and post-incident reports.
  
  


• Identify areas for improvement in incident management processes and drive continuous improvement initiatives.
  
  


• Conduct regular incident management training and awareness sessions for team members and stakeholders.
  
  


• Stay up to date with industry trends and best practices in incident management.
  
  

What we look for

Required

• A degree in computer science, information management or related field, or equivalent work experience.
  
  


• Comfortable to working in 24*7 environment.
  
  


• Must have experience of 8+ yrs in Infrastructure Incident Management, Major Incident Management handling, Infrastructure operations and support.
  
  


• Must have good understanding of enterprise-wide IT operations and support functions.
  
  


• Proven experience in leading and managing major incidents in a complex IT environment.
  
  


• Strong knowledge of incident management processes, methodologies, and best practices (ITIL certification preferred).
  
  


• Good to have SolarWinds/Dynatrace/ Splunk and ticket management tools ServiceNow.
  
  


• Excellent leadership and people management skills, with the ability to motivate and inspire a team.
  
  


• Exceptional communication and interpersonal skills, with the ability to effectively communicate with technical teams and stakeholders at all levels.
  
  


• Strong problem-solving and decision-making abilities, with a focus on driving incident resolution.
  
  


• Ability to work well under pressure and manage multiple incidents simultaneously.
  
  


• Experience in conducting incident post-mortems and driving continuous improvement initiatives.
  
  


• Familiarity with IT service management tools and incident management systems.
  
  


• Good Analytical skills and problem-solving ability.
  
  


• Good customer handling skills
  
  


• Ensure the quality of the Major Incident handling.
  
  


• Able to drive Post Incident Reviews and produce MIM report.
  
  


• Establishes and communicates the process, service levels, and process performance metrics.
  
  


• Excellent communication and collaboration skills
  
  


• Capability to work both independently and collaboratively.
  
  

Preferred

• Experience/ knowledge in a Service management environment preferred.
  
  


• ITIL certification
  
  

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Johnson Controls International plc. is an equal employment opportunity and affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, genetic information, sexual orientation, gender identity, status as a qualified individual with a disability or any other characteristic protected by law. To view more information about your equal opportunity and non-discrimination rights as a candidate, visit EEO is the Law . If you are an individual with a disability and you require an accommodation during the application process, please visit here .