Major Incident Manager

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 managementrelated 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.

Qualifications :

Bachelors degree in computer science Information Systems Analytics Engineering or equivalent professional experience

Additional Information :

• Work Model: Onsite (Work from the office all days)
• Working Hours: This role requires working in a 24/7 environment with flexibility to shifts based on business demands.

Remote Work :

No

Employment Type :

Full-time