CISAMRMFRE-ITIL-JL4

Key Responsibilities:

• 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
• 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
• Note Candidate should have prior experience working as a Major Incident Manager
• 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

Preferred Skills:

Foundational->Service Management->ITIL,Foundational->Service Management->Release, Control and Validation (RCV)->ITIL,Foundational->Service Management->Service Design,Foundational->Service Management->Foundation,Foundational->Service Management->Managing Across the Life-cycle (MALC)->ITIL,Technology->Architecture->Architecture - ITIL,Foundational->Service Management->Service Transition->ITIL,Foundational->IT User Management->Incident and Request Management