Major Incident Manager

Job Description

Responsibilities

a. Major Incident Management

• Manage the end-to-end Incident Management lifecycle, ensuring alignment with ITIL standards and organizational processes.
• Coordinate with internal and external teams to investigate, troubleshoot, and resolve incidents efficiently.
• Lead and manage major incidents, ensuring timely resolution with minimal business impact using agreed tools and processes.
• Facilitate and manage bridge calls, ensuring clear communication, capturing key discussion points, and driving action items.
• Ensure all incidents are resolved and closed within agreed SLAs, with proactive and timely stakeholder communication.
• Capture incident timelines and prepare, review, and publish Root Cause Analysis (RCA) reports within defined timelines.
• Maintain high standards of service excellence by adhering to incident management best practices.
• Work in a 24/7 operational environment, adhering to shift schedules as required.
• Utilize service management and alerting tools to monitor, track, and manage incidents effectively.
• Perform additional incident management–related tasks as required.

b. NOC Operations Support

• Monitor infrastructure, application, cloud, and network health through enterprise monitoring tools.
• Investigate and coordinate responses to operational alerts and service-impacting events.
• Validate outages, assess business impact, and initiate escalation procedures.
• Support event management, monitoring optimization, and operational reporting.
• Support end-user issues related to applications and other services, including P3 and P4 incidents, and identify recurring issues for follow-up.
• Follow runbooks, maintain knowledge articles, and provide clear shift handovers to ensure continuity of operations.

Looking For

• 3-5 years of experience in Major Incident Management, NOC Operations or IT Service Management within a 24/7 production support environment

Mandatory skills:

• Strong hands-on experience managing end-to-end Incident Management processes aligned with ITIL practices.
• ITIL 4 Foundation certification or higher is required.
• Proven experience in handling Major Incident Management (MIM) and leading bridge calls effectively.
• Experience working with service management tools such as ServiceNow (SNOW), JIRA, and alerting/monitoring tools.
• Experience monitoring, triaging, and escalating events and alerts using enterprise monitoring tools.
• Experience resolving or triaging P3/P4 incidents and end-user application issues.
• Working knowledge of infrastructure, cloud, and application support fundamentals.
• Strong coordination and stakeholder management skills across cross-functional teams.
• Ability to work under pressure in a high-availability environment and drive quick resolution.
• Experience in SLA management, ensuring incidents are resolved within agreed timelines.
• Strong documentation skills for incident reports, RCA, and communication updates.
• Excellent verbal and written communication skills.

Good to have skills:

• Familiarity with problem management and change management processes.
• Exposure to automation or scripting for incident handling and reporting.
• Understanding of telephony, IVR, SIP, and contact center technologies.