Major Incident Manager

Syntax is a leading Managed Cloud Provider for Mission Critical Enterprise Applications and has been providing comprehensive technology solutions to businesses of all sizes since 1972. Syntax has undisputed strength to implement and manage ERP deployments (Oracle, SAP) in a secure and resilient private, public or hybrid cloud. With strong technical and functional consulting services, and world-class monitoring and automation, Syntax serves some of North America’s largest corporations across a diverse range of industries. Syntax has offices worldwide, and partners with Oracle, SAP, AWS, Microsoft, IBM and other global technology leaders.

Job Summary:

We are looking for a proactive and experienced Major Incident Manager to lead the coordination and resolution of high-priority incidents across critical business systems and services. This role ensures swift recovery of services, effective communication with stakeholders, and continuous improvement of incident management processes.

Key Responsibilities:

• Own and manage the end-to-end lifecycle of major incidents, ensuring timely resolution and minimal business impact.

• Act as the central point of coordination during high-impact incidents, leading cross-functional response teams.

• Drive rapid triage and root cause identification, ensuring relevant technical teams are engaged immediately.

• Communicate clearly and regularly with stakeholders, including executive leadership, throughout the incident lifecycle.

• Facilitate post-incident reviews (PIRs), documenting lessons learned and tracking actions for process and system improvement.

• Maintain and improve Major Incident Management (MIM) processes, procedures, and reporting mechanisms.

• Collaborate with Problem Management and Change Management to prevent future incidents.

• Ensure compliance with ITIL best practices and organizational service level agreements (SLAs).

• Provide 24/7 on-call support during major incidents on a rotation basis, if required.

Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).

• 3–5+ years of experience in Incident Management or a related IT operations role.

• Strong understanding of IT infrastructure, applications, cloud platforms, and enterprise service landscapes.

• Proven experience managing critical, high-pressure situations with composure and clarity.

• Familiarity with ITIL framework (ITIL v3 or v4 Foundation certification preferred).

• Excellent communication, negotiation, and leadership skills.

• Experience with service management tools (e.g., ServiceNow, Remedy, Jira Service Management).

Preferred Skills:

• Experience in a global, fast-paced enterprise environment.

• Technical background or understanding of common enterprise IT architectures.

• Strong documentation and analytical skills.

• Ability to influence and lead technical and business teams under pressure.

Why Syntax?

Become a part of our success story and work in a company with exciting innovation projects that are causing a stir across the industry. We recently launched one of the world's most advanced manufacturing facilities based on SAP S/4HANA Cloud and SAP Digital Manufacturing Cloud for Execution - for Smart Press Shop, a pioneering joint venture between Porsche and forming specialist Schuler.  

• Competitive, above-average compensation
• Global tourist: With us, you can also work from abroad from time to time
• Flexible working time models, home office
• Attractive benefits, e.g. company pension scheme or various health offers
• A modern environment in which the "you" is part of it
• Open feedback culture, flat hierarchies and a motivated team
• Individual career planning with continuous training and coaching on the job

You see a personal challenge in this responsible task? Apply now - and become part of the SYNTAX team!