Major Incident Manager

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Date: Feb 10, 2019

Location: St Louis, MO, US, 65005

CenturyLink (NYSE: CTL) is a global communications and IT services company focused on connecting its customers to the power of the digital world. CenturyLink offers network and data systems management, big data analytics, managed security services, hosting, cloud, and IT consulting services. The company provides broadband, voice, video, advanced data and managed network services over a robust 265,000-route-mile U.S. fiber network and a 360,000-route-mile international transport network. Visit CenturyLink for more information.


Job Summary

A Major Incident Manager is accountable for managing real time critical events, covering multiple client impacting outages as well as single client Priority 1 events associated with our strategic clients. 

Position Responsibilities

Provide overall Management during Multiple Client Outages (MCO’s) and strategic single client major incidents

  • Ensure internal and external communications are being handled during MCO’s and strategic single client major incidents
  • Launch and monitor technical bridges associated with outages
  • Run internal communication calls ensuring Executive Leadership and Service Management teams are fully informed of issue at hand
  • Provide reporting analysis for MCO’s and Priority 1 single client issues
  • Launch technical calls associated with MCO’s as well as Priority 1 strategic single client issues
  • Send initial internal notifications to necessary distributions and ensure follow up communications are sent on a timely basis
  • Provide necessary client communications associated with MCO’s, including proactive notification, posting messages on web portal and changing phone messages on main contact number
  • Provide end to end ownership of handling of MCO’s ensuring issues are being escalated accordingly and all necessary resources are involved
  • Ensure The Global Operations Center staff is providing clients with status updates associated with our SLO’s
  • Partner with service management to develop and implement programs that lead to improvements in handling of critical events
  • Document all items associated with client impacting outages, with ability to provide detailed timelines as to events and areas for improvements
  • Participate in MCO and/or Priority 1 debrief sessions
  • Provide feedback to the MIM process team to ensure continuous process improvements
  • Ability to work nights and weekends



Required Skills

  • Previous experience in an enterprise, IT or service provider environment supporting Network and Hosting technologies
  • Ability to multi task and delegate as needed
  • Attention to detail is a MUST
  • Ability to lead teams with confidence and accuracy
  • Coordination and communication skills in order to work with other technology and business partners during high stress situations
  • Educated decision making
  • Familiarization with SAS-70 and preferably ITIL v3 Foundation certified
  • Excellent verbal, written and analytical skills
  • Previous experience within project management, crisis management, and major incident management
  • Ability to exude confidence when escalating and speaking to Sr. and Executive Leadership



  • Bachelor’s Degree in Communications, English, Journalism, IT Management, Computer Science, or equivalent work experience in a related field.
  • ITIL Foundations certification (required) or higher (preferred)
  • Previous experience in either Incident Management, Service Management, Service Delivery, or had a role with either direct client account management or implementing ITIL based methodologies.




Bachelors or Equivalent

Alternate Location: US-Missouri-Town And Country

Requisition #: 210142

This job may require successful completion of an online assessment. A brief description of the assessments can be viewed on our website at 

EEO Statement

We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, marital status, family status, pregnancy, or other legally protected status (collectively, “protected statuses”).  We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.


The above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.  Job duties and responsibilities are subject to change based on changing business needs and conditions.

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