Major Incident Manager — ServiceNowLocation: BrazilWorkplace Type: HybridEmployment Type: Full-time ContractorCompensation: USD $3,550 – $4,080/monthEnglish Level: AdvancedAbout the CompanyStefanini Latam Digital is a global leader in technology services, specializing in high-impact nearshoring solutions. We connect world-class talent in Latin America with leading enterprises across North America, delivering scalable and cost-effective digital transformation services.About the RoleWe are looking for a Major Incident Manager with strong ServiceNow experience to lead the timely restoration of IT services during major and high-impact incidents.The ideal candidate will have experience coordinating P1/P2 incident responses, leading war rooms, managing stakeholder communication, and ensuring accurate documentation throughout the incident lifecycle.Key ResponsibilitiesAct as the primary Incident Controller for P1 and P2 major incidents.Lead incident bridges and war room calls, ensuring clear ownership of actions and next steps.Create, update, and close incident records in ServiceNow.Ensure accurate incident classification, impact assessment, timelines, work notes, and root cause indicators.Drive the incident lifecycle from initial triage and SLA application through resolution and RCA follow-up.Maintain and update Major Incident runbooks, playbooks, and documentation.Provide timely updates to Service Owners, Engineering, NOC, Change Management, Vendors, Business stakeholders, and senior leadership.Coordinate Post-Incident Reviews and follow up on remediation actions.Monitor dashboards and metrics, escalating critical issues when needed.Requirements3+ years of experience in IT Incident Management, SOC, NOC, IT Operations, or similar roles.1–2 years of experience as an Incident Controller, Major Incident Manager, or similar role.Hands-on experience with ServiceNow Incident Management, including Major Incident workflows, work notes, and task management.Experience leading P1/P2 incident calls, war rooms, or incident bridges.Strong understanding of ITIL principles related to Incident, Problem, and Change Management.Ability to communicate clearly with both technical and non-technical stakeholders.Calm, organized, decisive, and able to work effectively under pressure.Availability to work aligned with the Eastern Time Zone and participate in on-call rotations.Advanced English level.Preferred QualificationsITIL certification or related framework certification.Experience with other ITSM tools.Knowledge of cloud-based infrastructure and services.Experience in enterprise, financial services, banking, insurance, or regulated environments.Ideal ProfileThis role is a strong fit for someone with experience as a Major Incident Manager, Incident Manager, ITSM Specialist, NOC Lead, SOC Operations Lead, IT Operations Coordinator, or Service Desk Lead who has owned high-severity incidents and coordinated cross-functional teams.Why Join UsJoin a global technology services company focused on innovation and operational excellence.Work with high-performing teams across Latin America and North America.Grow your career managing critical incidents in a dynamic enterprise environment.