Job Overview

TE Connectivity is offering this analyst position within the Service Integration and Management (SIAM) team to represent the SIAM Incident Management function in TEIS.

The Major Incident Manager is responsible for managing and coordinating the resolution of major incidents that significantly impact business operations. The role ensures minimal disruption to services by leading a structured, rapid response aligned with ITIL v4 best practices. The individual will work closely with cross-functional teams, vendors, and stakeholders to restore normal service operations as quickly as possible and prevent recurrence through effective problem management practices.

Dimensions

• Environment; TE’s global infrastructure server, storage, backup and disaster recovery (SSBR) function supporting 40,000+ TE users in 50+ countries utilizing 1,000+ applications.  SSBR devices located in both primary data center hubs in US, Germany, Japan, China and Hong Kong and in TE site locations around the globe.

Business Unit Description TEIS GISS

TE Connectivity is offering this analyst position within the Service Integration and Management (SIAM) team to represent the SIAM Incident Management function in TEIS.

The Major Incident Manager is responsible for managing and coordinating the resolution of major incidents that significantly impact business operations. The role ensures minimal disruption to services by leading a structured, rapid response aligned with ITIL v4 best practices. The individual will work closely with cross-functional teams, vendors, and stakeholders to restore normal service operations as quickly as possible and prevent recurrence through effective problem management practices.

Responsibilities:

Primary Responsibilities:

• Major Incident Handling:
• Facilitate the end-to-end major incident response process, ensuring quick resolution and communication across stakeholders.
• Act as a point of contact (SPOC) for all assigned major incidents, driving resolution and accountability.
• Ensure adherence to agreed service level agreements (SLAs) and escalation procedures.
• Incident Coordination and Communication:
• Facilitate incident response calls with technical teams and stakeholders.
• Provide timely and clear communication to leadership, customers, and affected business units.
• Issue post-incident reports and service updates to relevant parties.
• Root Cause Analysis & Problem Management:
• Collaborate with Problem Management to conduct root cause analysis (RCA) after major incidents.
• Recommend and track corrective actions to prevent recurrence of similar issues.
• Stakeholder Management:
• Build strong relationships with key business and IT stakeholders to ensure alignment on major incident response plans.
• Continuous Improvement:
• Drive process improvements and lessons learned from major incidents to enhance incident response effectiveness.
• Contribute to the refinement of ITIL v4-aligned processes, including incident, problem, and change management.
• Monitoring & Reporting:
• Maintain accurate documentation of major incidents, including timeline, actions taken, and final resolutions.
• Provide performance reports and trend analysis to leadership.

Candidate Desired Profile:

Qualifications:

• 2-3 years of experience an Operational/Service Management/ SIAM

Competencies

Required:

Technical Skills:

• Basic knowledge of ITIL v4 practices, specifically incident, problem, and change management.
• Familiarity with IT service management (ITSM) tools such as ServiceNow, BMC Remedy, Jira Service Management, etc.
• Understanding of IT infrastructure components (networks, servers, applications, cloud environments).
• Ability to interpret monitoring and alerting data to support troubleshooting efforts.

Soft Skills:

• Excellent communication and interpersonal skills to engage technical and non-technical stakeholders.
• Strong problem-solving and analytical abilities under high-pressure situations.
• Leadership skills to guide diverse technical teams toward resolution.
• Conflict resolution and negotiation skills to manage competing priorities.
• Ability to remain calm and composed in crisis situations.

Desired:

• Strong attention to detail and organizational skills.
• Ability to work in a fast-paced, 24/7 operational environment.
• Experience with Agile and DevOps environments is a plus.
• Industry certifications such as ITIL v4 Foundation, ITIL v4 are preferred.

What your background should look like

Generally requires Bachelors degree in appropriate field or local equivalent with a minimum of 3 years of progressively responsible professional level experience.

Competencies