Major Incident Manager
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). So we need to map sections accordingly. The posting includes "About Us" (company description), "Purpose", "Responsibilities", "Success Measures", "What You Will Bring Technical/Industry Experience and Qualifications Requirements:", "Required Education – Qualifications, Accreditation, Training:", "Preferred Technical Acumen:", "Additional Information US Benefits: ...". Also "Geographic Target". We need to decide which sections to include based on content.
We must not repeat job title as heading (not present). No Job ID.
We need to include sections only when posting has real, specific content. Avoid filler like "commensurate with experience". Not present.
We need to include Benefits if posting states them: Yes, "US Benefits: eligible for PTO, 401k, medical, vision, dental." Also salary ranges for BC and Ontario. So we can have Benefits section with that info. Pay section? The posting includes salary ranges, but also says "Application of the pay band: Variation in salary is determined by factors...". That's pay info. So we could have Pay section with salary ranges and note. However instruction: Prefer a few substantive sections over many thin ones. Could combine Benefits and Pay into one Benefits section? But they said separate headings for Benefits, Pay, Schedule. We could include both Benefits and Pay if they have content. Schedule: posting mentions hybrid work model, expectation of three days per week in the office. That's schedule info. So we can include Schedule section.
Thus sections: About Us (or About the role?). The instruction examples: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We have "About Us" which is similar to About the role? Could use About the role heading. But we have content about company and purpose. Could treat as About the role. Or we could have About Us heading but not in list; but instruction says use those examples, not strict. Safer to use About the role heading.
We also have Purpose section separate? Could merge with About the role. But we have distinct "Purpose" paragraph. Could make a separate section maybe "Purpose". Not in examples but allowed? The instruction says use for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). It doesn't forbid other headings, but suggests those. Safer to stick to those. Could incorporate Purpose into About the role.
Responsibilities: we have a list.
Requirements: we have "What You Will Bring Technical/Industry Experience and Qualifications Requirements:" which includes bullet-like sentences. Could treat as Requirements.
Qualifications: we have "Required Education – Qualifications, Accreditation, Training:" plus maybe "Preferred Technical Acumen:" etc. Could combine into Qualifications.
Skills: maybe not explicit; we could skip.
Benefits: we have US Benefits and salary ranges.
Pay: we have salary ranges and variation note.
Schedule: hybrid work model, three days per week in office.
We need to avoid duplication. Let's extract content.
About Us / Purpose: Combine: "Worley is a global company of energy, chemicals and resources experts headquartered in Australia. We partner with our customers to deliver projects and create value across the life of their assets. We specialize in consulting, engineering, procurement and construction across the project lifecycle, with services extending through to operations and decommissioning. Leveraging extensive experience and AI-enabled delivery, we support customers in navigating complexity as they meet today's needs and transition to more sustainable solutions. Purpose The Senior Major Incident Manager holds global ownership and authority for enterprise major incident governance across all operational regions on a 24/7/365 basis. Reporting to the Director of Service Management, this role serves as the ultimate authority for commanding high-impact P1/P2 outages and service degradations within our enterprise IT environment. Based in the Americas, India or Australia, she/he will lead direct reports in international time zones to maintain a unified, round-the-clock crisis response framework. She/he will leverage deep expertise in Managed Service Provider (MSP) governance and vendor management to drive immediate accountability, protecting enterprise uptime during our digital transformation.This full-time position offers flexibility in location across the Americas and APAC regions, allowing the successful candidate to be based at any Worley office within those regions. The role follows a hybrid work model, with an expectation of three days per week in the office."
But note schedule info is also in that paragraph; we might move schedule to Schedule section. So we can keep About the role without schedule.
Responsibilities: list bullet points.
Success Measures: could be considered part of Requirements? But it's separate section about success measures. Could treat as Requirements or maybe Skills. But we have no Skills section. Could incorporate Success Measures into Requirements or Qualifications. However instruction: prefer few substantive sections. Could combine Success Measures into Requirements.
What You Will Bring Technical/Industry Experience and Qualifications Requirements: list of requirements.
Required Education – Qualifications, Accreditation, Training: Bachelor’s degree.
Preferred Technical Acumen: list.
Additional Information US Benefits: eligible for PTO, 401k, medical, vision, dental. Salary ranges for BC and Ontario. Also note about pay band.
Thus we need Benefits section: list of benefits (PTO, 401k, medical, vision, dental). Pay section: salary ranges for BC and Ontario, plus note about variation.
Schedule section: hybrid work model, expectation of three days per week in the office.
We must not include filler like "commensurate with experience". Not present.
Now produce HTML fragment with headings and appropriate - for lists,
for prose.
We need to preserve all substantive information; do not invent or summarize away detail.
Let's craft.
Section About the role: combine About Us and Purpose (excluding schedule). We'll need to ensure we keep all details: company description, purpose, reporting, location flexibility, hybrid work model? Actually schedule we moving to Schedule section, but we need to keep mention of hybrid work model there. So in About the role we can mention full-time position offers flexibility in location across Americas and APAC, allowing candidate to be based at any Worley office within those regions. We'll omit hybrid work model mention.
Let's write About the role paragraph:
"Worley is a global company of energy, chemicals and resources experts headquartered in Australia. We partner with our customers to deliver projects and create value across the life of their assets. We specialize in consulting, engineering, procurement and construction across the project lifecycle, with services extending through to operations and decommissioning. Leveraging extensive experience and AI-enabled delivery, we support customers in navigating complexity as they meet today's needs and transition to more sustainable solutions. The Senior Major Incident Manager holds global ownership and authority for enterprise major incident governance across all operational regions on a 24/7/365 basis. Reporting to the Director of Service Management, this role serves as the ultimate authority for commanding high-impact P1/P2 outages and service degradations within our enterprise IT environment. Based in the Americas, India or Australia, the incumbent will lead direct reports in international time zones to maintain a unified, round-the-clock crisis response framework. They will leverage deep expertise in Managed Service Provider (MSP) governance and vendor management to drive immediate accountability, protecting enterprise uptime during our digital transformation. This full-time position offers flexibility in location across the Americas and APAC regions, allowing the successful candidate to be based at any Worley office within those regions."
Now Responsibilities: list each bullet.
Responsibilities list:
- Governance: Own, define, and enforce the global major incident policy across the enterprise.
- MSP & Vendor Escalation: Act as the senior escalation point for external suppliers, holding MSPs and third-party vendors strictly accountable to contractual SLAs and MTTR targets during live incidents.
- Multi-Vendor Orchestration: Command high-severity restoration calls, seamlessly driving alignment and technical collaboration between internal squads, cloud providers, and legacy MSP technical teams.
- Global Team Leadership: Direct, mentor, and align Incident Managers across international time zones to ensure seamless handoffs and standardized execution of the major incident playbook.
- ServiceNow Workbench Ownership: Leverage ServiceNow’s Major Incident Management workbench to trigger automated notifications, track resolver engagement, and document restoration workflows in real time.
- Executive Communications: Author and distribute transparent, business-focused incident updates and impact statements to global leadership under strict time-to-communicate deadlines.
- Post-Incident Review (PIR): Engage in cross-functional post-incident investigations with vendors and internal teams to map accurate Configuration Items (CIs) in ServiceNow, identify root causes, and prevent recurrence.
- Monthly Leadership Reporting: Prepare and present monthly operational performance reports to Digital leadership, using advanced ITIL Operational framework metrics to develop trends and provide insights into performance.
Now Requirements/Qualifications: We'll combine Success Measures and What You Will Bring etc. But we need to keep all details.
Success Measures list:
- MIM Actionable CMDB Utilization: High reliance on the CMDB during active bridge calls, enabling rapid impact assessment and accelerating technical troubleshooting.
- Rapid Incident-to-Catalog Throughput: Seamless routing of complex major incident workarounds into predefined service request models, accelerating regular request handling speeds and user service restoration post outage.
- Incident Data Migration Readiness: Production of clean, standardized major incident records and resolution codes in ServiceNow, lowering data platform overhead and preparing operational datasets for future cloud native reporting tools.
- Cross-Domain Incident Alignment: Highly effective emergency collaboration and structured escalation paths established across global End User Services, Platforms, Applications, Information Security, and Network domains.
Now What You Will Bring Technical/Industry Experience and Qualifications Requirements list:
- Overall IT Experience: Minimum 7+ years of experience working in large-scale enterprise IT operations or infrastructure.
- MIM Core Experience: Minimum 4+ years specifically dedicated to commanding and governing major incidents globally.
- Vendor & MSP Governance: Proven experience managing, escalating, and enforcing SLAs through complex third-party vendor networks and Managed Service Providers (MSPs) during high-pressure outages.
- Global Leadership: Demonstrated success directly managing and developing distributed technical teams across multiple international time zones.
- ServiceNow Competency: Hands-on proficiency using ServiceNow Incident Management and Major Incident modules.
- Framework Metrics Mastery: Strong foundational capability in establishing, calculating, and monitoring ITIL 4 component metrics and modern ITIL v5 lifecycle and digital experience metrics.
- Geographic Target: Must be located within and legally authorized to work in the Americas region, India or Australia.
Now Required Education – Qualifications, Accreditation, Training: Bachelor’s degree.
Preferred Technical Acumen list:
- Hands-on experience navigating complex enterprise environments, addressing legacy on-premises systems, SAAS platform-related integrations, and cloud platforms.
- ITIL Certification: ITIL v3/v4 Managing Professional or Strategic Leader certification; familiarity with emerging ITIL v5 concepts such as value co-creation and AI Operations (AIOps).
- Cloud Foundations: Basic certifications or operational understanding of AWS, Microsoft Azure, or Google Cloud architecture.
We could combine Education and Preferred into Qualifications section.
But we need to avoid too many sections. Perhaps we have sections: About the role, Responsibilities, Requirements (includes Success Measures, What You Will Bring, Education, Preferred). Benefits, Pay, Schedule.
That's 7 sections.
Now Benefits: list: PTO, 401k, medical, vision, dental.
Pay: salary ranges: For applicants based in the province of British Columbia, the salary range is $115K to $140K. For applicants based in the province of Ontario, the salary range is $123K to $140K. Application of the pay band: Variation in salary is determined by factors such as the candidate’s qualifications, relevant years of experience, geographic location, internal pay equity, and prevailing market
headings and appropriate - for lists,
for prose.
We need to preserve all substantive information; do not invent or summarize away detail.
Let's craft.
Section About the role: combine About Us and Purpose (excluding schedule). We'll need to ensure we keep all details: company description, purpose, reporting, location flexibility, hybrid work model? Actually schedule we moving to Schedule section, but we need to keep mention of hybrid work model there. So in About the role we can mention full-time position offers flexibility in location across Americas and APAC, allowing candidate to be based at any Worley office within those regions. We'll omit hybrid work model mention.
Let's write About the role paragraph:
"Worley is a global company of energy, chemicals and resources experts headquartered in Australia. We partner with our customers to deliver projects and create value across the life of their assets. We specialize in consulting, engineering, procurement and construction across the project lifecycle, with services extending through to operations and decommissioning. Leveraging extensive experience and AI-enabled delivery, we support customers in navigating complexity as they meet today's needs and transition to more sustainable solutions. The Senior Major Incident Manager holds global ownership and authority for enterprise major incident governance across all operational regions on a 24/7/365 basis. Reporting to the Director of Service Management, this role serves as the ultimate authority for commanding high-impact P1/P2 outages and service degradations within our enterprise IT environment. Based in the Americas, India or Australia, the incumbent will lead direct reports in international time zones to maintain a unified, round-the-clock crisis response framework. They will leverage deep expertise in Managed Service Provider (MSP) governance and vendor management to drive immediate accountability, protecting enterprise uptime during our digital transformation. This full-time position offers flexibility in location across the Americas and APAC regions, allowing the successful candidate to be based at any Worley office within those regions."
Now Responsibilities: list each bullet.
Responsibilities list:
- Governance: Own, define, and enforce the global major incident policy across the enterprise.
- MSP & Vendor Escalation: Act as the senior escalation point for external suppliers, holding MSPs and third-party vendors strictly accountable to contractual SLAs and MTTR targets during live incidents.
- Multi-Vendor Orchestration: Command high-severity restoration calls, seamlessly driving alignment and technical collaboration between internal squads, cloud providers, and legacy MSP technical teams.
- Global Team Leadership: Direct, mentor, and align Incident Managers across international time zones to ensure seamless handoffs and standardized execution of the major incident playbook.
- ServiceNow Workbench Ownership: Leverage ServiceNow’s Major Incident Management workbench to trigger automated notifications, track resolver engagement, and document restoration workflows in real time.
- Executive Communications: Author and distribute transparent, business-focused incident updates and impact statements to global leadership under strict time-to-communicate deadlines.
- Post-Incident Review (PIR): Engage in cross-functional post-incident investigations with vendors and internal teams to map accurate Configuration Items (CIs) in ServiceNow, identify root causes, and prevent recurrence.
- Monthly Leadership Reporting: Prepare and present monthly operational performance reports to Digital leadership, using advanced ITIL Operational framework metrics to develop trends and provide insights into performance.
Now Requirements/Qualifications: We'll combine Success Measures and What You Will Bring etc. But we need to keep all details.
Success Measures list:
- MIM Actionable CMDB Utilization: High reliance on the CMDB during active bridge calls, enabling rapid impact assessment and accelerating technical troubleshooting.
- Rapid Incident-to-Catalog Throughput: Seamless routing of complex major incident workarounds into predefined service request models, accelerating regular request handling speeds and user service restoration post outage.
- Incident Data Migration Readiness: Production of clean, standardized major incident records and resolution codes in ServiceNow, lowering data platform overhead and preparing operational datasets for future cloud native reporting tools.
- Cross-Domain Incident Alignment: Highly effective emergency collaboration and structured escalation paths established across global End User Services, Platforms, Applications, Information Security, and Network domains.
Now What You Will Bring Technical/Industry Experience and Qualifications Requirements list:
- Overall IT Experience: Minimum 7+ years of experience working in large-scale enterprise IT operations or infrastructure.
- MIM Core Experience: Minimum 4+ years specifically dedicated to commanding and governing major incidents globally.
- Vendor & MSP Governance: Proven experience managing, escalating, and enforcing SLAs through complex third-party vendor networks and Managed Service Providers (MSPs) during high-pressure outages.
- Global Leadership: Demonstrated success directly managing and developing distributed technical teams across multiple international time zones.
- ServiceNow Competency: Hands-on proficiency using ServiceNow Incident Management and Major Incident modules.
- Framework Metrics Mastery: Strong foundational capability in establishing, calculating, and monitoring ITIL 4 component metrics and modern ITIL v5 lifecycle and digital experience metrics.
- Geographic Target: Must be located within and legally authorized to work in the Americas region, India or Australia.
Now Required Education – Qualifications, Accreditation, Training: Bachelor’s degree.
Preferred Technical Acumen list:
- Hands-on experience navigating complex enterprise environments, addressing legacy on-premises systems, SAAS platform-related integrations, and cloud platforms.
- ITIL Certification: ITIL v3/v4 Managing Professional or Strategic Leader certification; familiarity with emerging ITIL v5 concepts such as value co-creation and AI Operations (AIOps).
- Cloud Foundations: Basic certifications or operational understanding of AWS, Microsoft Azure, or Google Cloud architecture.
We could combine Education and Preferred into Qualifications section.
But we need to avoid too many sections. Perhaps we have sections: About the role, Responsibilities, Requirements (includes Success Measures, What You Will Bring, Education, Preferred). Benefits, Pay, Schedule.
That's 7 sections.
Now Benefits: list: PTO, 401k, medical, vision, dental.
Pay: salary ranges: For applicants based in the province of British Columbia, the salary range is $115K to $140K. For applicants based in the province of Ontario, the salary range is $123K to $140K. Application of the pay band: Variation in salary is determined by factors such as the candidate’s qualifications, relevant years of experience, geographic location, internal pay equity, and prevailing market
for prose. We need to preserve all substantive information; do not invent or summarize away detail. Let's craft. Section About the role: combine About Us and Purpose (excluding schedule). We'll need to ensure we keep all details: company description, purpose, reporting, location flexibility, hybrid work model? Actually schedule we moving to Schedule section, but we need to keep mention of hybrid work model there. So in About the role we can mention full-time position offers flexibility in location across Americas and APAC, allowing candidate to be based at any Worley office within those regions. We'll omit hybrid work model mention. Let's write About the role paragraph: "Worley is a global company of energy, chemicals and resources experts headquartered in Australia. We partner with our customers to deliver projects and create value across the life of their assets. We specialize in consulting, engineering, procurement and construction across the project lifecycle, with services extending through to operations and decommissioning. Leveraging extensive experience and AI-enabled delivery, we support customers in navigating complexity as they meet today's needs and transition to more sustainable solutions. The Senior Major Incident Manager holds global ownership and authority for enterprise major incident governance across all operational regions on a 24/7/365 basis. Reporting to the Director of Service Management, this role serves as the ultimate authority for commanding high-impact P1/P2 outages and service degradations within our enterprise IT environment. Based in the Americas, India or Australia, the incumbent will lead direct reports in international time zones to maintain a unified, round-the-clock crisis response framework. They will leverage deep expertise in Managed Service Provider (MSP) governance and vendor management to drive immediate accountability, protecting enterprise uptime during our digital transformation. This full-time position offers flexibility in location across the Americas and APAC regions, allowing the successful candidate to be based at any Worley office within those regions." Now Responsibilities: list each bullet. Responsibilities list: - Governance: Own, define, and enforce the global major incident policy across the enterprise. - MSP & Vendor Escalation: Act as the senior escalation point for external suppliers, holding MSPs and third-party vendors strictly accountable to contractual SLAs and MTTR targets during live incidents. - Multi-Vendor Orchestration: Command high-severity restoration calls, seamlessly driving alignment and technical collaboration between internal squads, cloud providers, and legacy MSP technical teams. - Global Team Leadership: Direct, mentor, and align Incident Managers across international time zones to ensure seamless handoffs and standardized execution of the major incident playbook. - ServiceNow Workbench Ownership: Leverage ServiceNow’s Major Incident Management workbench to trigger automated notifications, track resolver engagement, and document restoration workflows in real time. - Executive Communications: Author and distribute transparent, business-focused incident updates and impact statements to global leadership under strict time-to-communicate deadlines. - Post-Incident Review (PIR): Engage in cross-functional post-incident investigations with vendors and internal teams to map accurate Configuration Items (CIs) in ServiceNow, identify root causes, and prevent recurrence. - Monthly Leadership Reporting: Prepare and present monthly operational performance reports to Digital leadership, using advanced ITIL Operational framework metrics to develop trends and provide insights into performance. Now Requirements/Qualifications: We'll combine Success Measures and What You Will Bring etc. But we need to keep all details. Success Measures list: - MIM Actionable CMDB Utilization: High reliance on the CMDB during active bridge calls, enabling rapid impact assessment and accelerating technical troubleshooting. - Rapid Incident-to-Catalog Throughput: Seamless routing of complex major incident workarounds into predefined service request models, accelerating regular request handling speeds and user service restoration post outage. - Incident Data Migration Readiness: Production of clean, standardized major incident records and resolution codes in ServiceNow, lowering data platform overhead and preparing operational datasets for future cloud native reporting tools. - Cross-Domain Incident Alignment: Highly effective emergency collaboration and structured escalation paths established across global End User Services, Platforms, Applications, Information Security, and Network domains. Now What You Will Bring Technical/Industry Experience and Qualifications Requirements list: - Overall IT Experience: Minimum 7+ years of experience working in large-scale enterprise IT operations or infrastructure. - MIM Core Experience: Minimum 4+ years specifically dedicated to commanding and governing major incidents globally. - Vendor & MSP Governance: Proven experience managing, escalating, and enforcing SLAs through complex third-party vendor networks and Managed Service Providers (MSPs) during high-pressure outages. - Global Leadership: Demonstrated success directly managing and developing distributed technical teams across multiple international time zones. - ServiceNow Competency: Hands-on proficiency using ServiceNow Incident Management and Major Incident modules. - Framework Metrics Mastery: Strong foundational capability in establishing, calculating, and monitoring ITIL 4 component metrics and modern ITIL v5 lifecycle and digital experience metrics. - Geographic Target: Must be located within and legally authorized to work in the Americas region, India or Australia. Now Required Education – Qualifications, Accreditation, Training: Bachelor’s degree. Preferred Technical Acumen list: - Hands-on experience navigating complex enterprise environments, addressing legacy on-premises systems, SAAS platform-related integrations, and cloud platforms. - ITIL Certification: ITIL v3/v4 Managing Professional or Strategic Leader certification; familiarity with emerging ITIL v5 concepts such as value co-creation and AI Operations (AIOps). - Cloud Foundations: Basic certifications or operational understanding of AWS, Microsoft Azure, or Google Cloud architecture. We could combine Education and Preferred into Qualifications section. But we need to avoid too many sections. Perhaps we have sections: About the role, Responsibilities, Requirements (includes Success Measures, What You Will Bring, Education, Preferred). Benefits, Pay, Schedule. That's 7 sections. Now Benefits: list: PTO, 401k, medical, vision, dental. Pay: salary ranges: For applicants based in the province of British Columbia, the salary range is $115K to $140K. For applicants based in the province of Ontario, the salary range is $123K to $140K. Application of the pay band: Variation in salary is determined by factors such as the candidate’s qualifications, relevant years of experience, geographic location, internal pay equity, and prevailing market