Job Description:

Manage and coordinate Major Incidents P1 P2 through their entire lifecycle until resolution
Lead incident bridge calls and drive technical teams toward service restoration within agreed SLAs
Assess incident impact severity and business priority to ensure appropriate escalation
Coordinate cross functional teams including Infrastructure Network Application Security Cloud and Vendor support teams
Provide clear and timely communications to business stakeholders leadership and affected users
Monitor incident progress remove roadblocks and ensure accountability for resolution actions
Facilitate technical and management escalations when required
Ensure incident records are accurately documented in ITSM tools such as ServiceNow
Conduct post incident reviews PIRs and Root Cause Analysis RCA meetings
Track corrective and preventive actions arising from major incidents
Analyze incident trends and recommend process improvements to reduce recurring incidents

Key Responsibilities:

Maintain and improve Major Incident Management procedures playbooks and communication templates
Support problem management activities and drive service reliability improvements
Strong understanding of ITIL Incident Management and Service Management practices
Experience managing critical production incidents in complex enterprise environments
Excellent stakeholder management and communication skills
Strong leadership decision making and crisis management abilities
Ability to work under pressure and manage multiple priorities simultaneously
Knowledge of Cloud platforms Azure AWS GCP Networking Infrastructure and Enterprise Applications is preferred
Knowledge of monitoring observability tools
Open to working in a 24x7 shift model including rotational shifts weekends holidays and on call schedules as required to support critical business operations and major incidents
Should be able to understand KPIs like MTTR SLA Compliance Rate Quality of Stakeholder Communications etc
Ideal Candidate Profile
A proactive and highly organized professional who can effectively lead crisis situations coordinate diverse technical teams communicate confidently with senior leadership and drive rapid restoration of critical business services while continuously improving operational resilience
Note Candidate should have prior experience working as a Major Incident Manager

Preferred Skills:

Foundational->Service Management->ITIL,Technology->Architecture->Architecture - ITIL,Foundational->Service Management->Continual Service Improvement->ITIL,Technology->Architecture->Architecture - ALL,Foundational->IT User Management->Incident and Request Management

CISAMRMFRE- Service Management ITIL-JL3