90 Days Intensive Program

Major Incident Management Certification

Master the art of handling high-pressure IT incidents. Learn to coordinate between technical teams and stakeholders to restore services swiftly.

View Syllabus

Why This Course?

  • High-demand role in Enterprise IT and Managed Services.
  • Develop leadership skills in high-stakes environments.

Skills & Tools

ServiceNow
Jira
PagerDuty
Microsoft Teams
  • Incident Response
  • Crisis Management
  • Stakeholder Communication
  • ITIL Framework

Career Roles

Major Incident Manager
Service Delivery Manager
Incident Response Lead

Course Modules & Syllabus

Comprehensive curriculum designed by industry experts

1

Module 1: ITIL 4 & Incident Management

  • Fundamentals of ITSM and ITIL 4
  • Defining Incidents vs Major Incidents
  • Service Level Agreements (SLAs) and Priority Matrix
2

Module 2: Major Incident Lifecycle

  • Initial Assessment and Identification
  • Command and Control Structure
  • Establishing the Technical Bridge
3

Module 3: Stakeholder Communication

  • Internal vs External Communication Plans
  • Executive Briefing during Outages
  • Managing Expectations under Pressure
4

Module 4: Bridge Management

  • Facilitating Technical Swarming
  • Conflict Resolution on the Bridge
  • Documenting Actions and Timelines
5

Module 5: Post-Incident Activity

  • Facilitating PIR (Post-Incident Review)
  • Root Cause Analysis (RCA) Frameworks
  • Continuous Service Improvement (CSI)
6

Module 6: Tooling & Automation

  • Advanced ServiceNow MIM Module
  • PagerDuty and On-call Scheduling
  • Messaging Platforms Integration (Teams/Slack)

Importance of Major Incident Manager

Critical role in minimizing business downtime and financial loss.

Ensures professional handling of major service disruptions.

Bridging the gap between technical resolution and business expectations.