Major Incident Management Analyst, 0-3 Years, Hyderabad Location

Dear All,

We are pleased to announce an exciting opportunity for Major Incident Management with 2-3 years of experience.

Job Locations: Hyderabad

Experience: 2-3 Years

Role:

Major Incident Management (MIM) Analyst / Coordinator

Role Overview

• Support end-to-end coordination, communication, and resolution of high-priority IT incidents.
• Work closely with technical teams, service owners, vendors, and stakeholders to ensure timely service restoration.
• Maintain accurate incident tracking and stakeholder communication during critical incidents.

Key Responsibilities

• Monitor, identify, and support management of major incidents based on business impact, urgency, and severity.
• Coordinate with infrastructure, application, service desk, resolver groups, and third-party vendors for incident resolution.
• Facilitate major incident bridge calls and ensure timely action tracking and accountability.
• Maintain accurate incident timelines, impact assessments, status updates, actions taken, and resolution details in ITSM tools.
• Communicate incident status, business impact, workarounds, and restoration updates to stakeholders.
• Escalate risks, delays, ownership gaps, and process deviations to senior incident managers or leadership.
• Support post-incident review (PIR) activities, lessons learned documentation, and root cause analysis (RCA) inputs.
• Ensure compliance with ITIL-based incident management processes, SLAs, escalation procedures, and communication standards.
• Identify recurring issues, process gaps, and improvement opportunities to reduce incident resolution time.

Required Experience

• 2-3 years of experience in:
• IT Operations
• Service Desk
• Production Support
• Infrastructure Support
• Application Support
• NOC (Network Operations Center)
• Incident Management
• Understanding of ITIL Incident Management concepts:
• Priority Classification
• Escalation Management
• SLA Management
• Service Restoration
• Hands-on experience with ITSM tools such as:
• ServiceNow
• BMC Remedy
• Jira Service Management
• Similar ticketing platforms
• Experience working with cross-functional technical teams in a fast-paced support environment.
• Exposure to Major Incident, Critical Incident, or High-Priority Escalation Management is preferred.

Required Technical Skills

• Major Incident Management
• ITIL Incident Management
• ITSM Tools (ServiceNow, Remedy, Jira Service Management)
• Incident Tracking & Reporting
• SLA Management
• Escalation Management
• Root Cause Analysis (RCA) Support
• Stakeholder Communication
• Service Restoration Coordination
• IT Operations & Support Processes

Soft Skills

• Excellent verbal and written communication skills.
• Strong coordination and follow-up abilities.
• Ability to provide concise updates during high-pressure situations.
• Strong analytical and problem-solving skills.
• Ability to remain calm, organized, and focused during critical incidents.
• Strong documentation and reporting skills.
• Customer-focused mindset with a sense of urgency and ownership.
• Ability to collaborate effectively with cross-functional teams.

Technical Knowledge

• Basic understanding of:
• IT Infrastructure
• Enterprise Applications
• Cloud Services
• Networking Concepts
• Workplace Services
• Enterprise Support Models

Qualifications

• Bachelor's Degree or Diploma in:
• Information Technology
• Computer Science
• Engineering
• Related Technical Discipline
• ITIL Foundation Certification preferred.
• Exposure to ServiceNow, Monitoring Tools, Reporting Dashboards, and IT Operations processes is an advantage.

Work Expectations

• Willingness to work in rotational shifts.
• Availability for extended support windows and on-call support as required.
• Ability to support 24x7 major incident coverage with global teams.
• Maintain professionalism, accuracy, and urgency while interacting with technical teams, business users, and leadership stakeholders.

Career Growth Opportunities

• Major Incident Manager
• Problem Manager
• Service Delivery Coordinator
• IT Operations Lead
• IT Service Management (ITSM) Roles

Key Learning Exposure

• Critical Incident Handling
• Stakeholder Management
• Service Restoration Governance
• Root Cause Analysis Processes
• Continuous Service Improvement Practices
• ITIL-based Service Management Framework
• Interested candidates can share resumes to [email removed]