Job Description & How to Apply Below
Project
Role Description : Support the operations and/or manage delivery for production systems and services based on operational requirements and service agreement.
Must have skills : Critical Incident Management
Good to have skills : NA
Minimum 3 Year(s) Of Experience Is Required
Educational Qualification : 15 years full time education
Summary:
The Major Incident Manager (MIM) is responsible for leading and governing the end-to-end lifecycle of high-impact incidents and escalations, ensuring rapid service restoration while minimizing business disruption. The role requires strong leadership, cross-functional coordination, and real-time decision-making during critical situations, along with a focus on continuous service improvement.
Roles & Responsibilities :
Lead and own Major Incident Management (MIM) and escalated incidents, including bridge initiation, stakeholder communication, decision facilitation, and incident closure.
Drive incident triage, impact assessment, and recovery coordination across multiple resolver groups and support teams.
Act as a Subject Matter Expert (SME), collaborating with and guiding teams to ensure effective incident handling and operational excellence.
Take ownership of decisions during major incidents and steady-state operations, ensuring timely and effective outcomes.
Engage with cross-functional teams to contribute to critical operational and technical decision-making.
Provide timely and effective solutions to complex issues impacting both the immediate team and broader organizational units.
Ensure clear, consistent, and proactive communication with clients, stakeholders, and leadership during major incidents and service disruptions.
Design and implement appropriate workarounds and permanent fixes based on deep product, infrastructure, and service knowledge.
Collaborate with internal and external teams to ensure system stability, resilience, and service continuity.
Manage and prioritize incidents effectively to meet SLA commitments and MIM response timelines.
Drive Post Incident Reviews (PIRs), Root Cause Analysis (RCA), and continuous improvement initiatives to prevent recurrence of incidents.
Maintain adherence to ITIL-based incident, problem, and change management processes and governance standards.
Professional & Technical
Skills:
Strong decision-making ability in high-pressure environments
Excellent stakeholder and client management skills
Ability to lead cross-functional teams and drive accountability
Proactive mindset focused on continuous service improvement and resilience engineering
Must-Have Skills (Core)
Strong proficiency in Infrastructure Service Management
Hands-on experience in Major Incident Management (MIM)
Deep understanding of IT infrastructure, applications, and service management principles
Experience in Incident, Problem, and Change Management processes
Solid knowledge of ITIL framework and best practices
Proven ability to handle high-severity incidents, escalations, and executive-level communications
Excellent communication, coordination, and leadership skills under pressure
Must-Have AI & Automation Skills (Modern Requirement)
Ability to leverage AI-powered tools (Copilot, Gen Ai ITSM automation tools) for
Incident summarization and communication drafting
RCA insights and pattern analysis
Automated triage and decision support
Experience in using AI/ML-driven monitoring and alerting tools for proactive incident detection
Understanding of AI-assisted incident management workflows (predictive analytics, anomaly detection)
Capability to analyze incident trends using AI insights and recommend preventive actions
Familiarity with automation tools (Power Automate, Service Now workflows, scripting) to reduce manual effort and improve response speed
Ability to drive adoption of AI use cases within MIM processes for efficiency and continuous improvement
Additional Information:
The candidate should have minimum 3 years of experience in Critical Incident Management.
This position is based at our Gurugram office.
A 15 years full time education is required.
, 15 years full time education
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