Critical Incident Manager

Job Description (JD) Critical Incident Manager (CIM)

Job Title: Critical Incident Manager (CIM)
Location: Noida / Bangalore / Chennai (as applicable)
Experience: 5-10 Years
Shift: 24x7 Support Environment (Rotational Shifts)

Role Overview

We are looking for an experienced Critical Incident Manager responsible for leading and coordinating the resolution of high-priority (P1/P2) incidents impacting business-critical services. The role requires strong stakeholder management, technical understanding, crisis communication, and incident governance skills to ensure rapid service restoration and minimize business impact.

Key Responsibilities

• Manage and drive Major/Critical Incidents (P1/P2) through the complete incident lifecycle.
• Lead technical bridge calls involving cross-functional support teams, vendors, and stakeholders.
• Ensure timely service restoration while minimizing business disruption.
• Establish clear communication channels and provide regular updates to leadership and customers.
• Coordinate with Infrastructure, Application, Network, Cloud, Security, and Vendor teams during outages.
• Perform incident triage, impact assessment, and prioritization.
• Drive Root Cause Analysis (RCA) and Problem Management activities post-restoration.
• Track action items and ensure closure of preventive and corrective measures.
• Maintain adherence to ITIL Incident and Major Incident Management processes.
• Generate incident reports, dashboards, SLA/KPI metrics, and management summaries.
• Conduct post-incident reviews and identify opportunities for continuous service improvement.
• Support audit and compliance requirements related to incident management.

Required Skills

Technical Skills

• Strong understanding of IT Infrastructure and Application Support environments.
• Knowledge of Windows, Linux, Cloud (AWS/Azure), Networking, Database, and Security concepts.
• Experience with monitoring tools such as:
• SolarWinds
• Dynatrace
• Splunk
• AppDynamics
• Nagios
• Datadog
• Experience with ITSM tools:
• ServiceNow
• BMC Remedy
• Jira Service Management

Process Skills

• ITIL Incident Management
• Major Incident Management
• Problem Management
• Change Management
• Service Level Management
• RCA & Continuous Service Improvement

Required Qualifications

• Bachelor's Degree in Computer Science, IT, or related field.
• ITIL Foundation Certification (Mandatory/Preferred).
• ITIL Intermediate or Managing Professional certification is an advantage.
• Experience handling enterprise-scale critical incidents in a managed services environment.