Major Incident Manager

We are seeking an experienced IT Service Management (ITSM) Engineer with a strong understanding of ITIL best practices to ensure the smooth delivery of IT services and efficient incident management. The ideal candidate will have experience handling critical outages, coordinating bridge calls, and supporting a 24x7 production environment.

Experience : 1 year to 3 years

Location : Chennai /Hyderabad

Key Responsibilities

• Manage IT service operations in accordance with ITIL best practices.
• Monitor, troubleshoot, and resolve production incidents within defined SLAs.
• Coordinate and manage major incidents/outages, including hosting and driving audio bridge calls with cross-functional teams.
• Perform incident, problem, and change management activities.
• Ensure timely communication and updates to stakeholders during service disruptions.
• Coordinate with infrastructure, application, and support teams to restore services quickly.
• Maintain operational documentation, RCA reports, and service improvement plans.
• Participate in a 24x7 rotational support model with planned shift rotations.
• Work collaboratively to ensure high service availability and operational excellence.

Preferred Qualifications

• ITIL Foundation Certification (mandatory/preferred).
• Experience with enterprise ITSM tools such as ServiceNow, BMC Remedy, or similar.
• Strong stakeholder management and documentation skills.

Work Schedule

• 24x7 rotational shift support.
• Rotational shifts every 3 months.
• Compensatory Off (Comp-Off) provided as per company policy for eligible weekend/holiday support.