Major Incident Manager

Responsibilities

a. Major Incident Management

b. NOC Operations Support

Looking For

3-5 years of experience in Major Incident Management, NOC Operations or IT Service Management within a 24/7 production support environment

Mandatory skills:

Good to have skills:

Bachelor s degree in computer science, Information Systems, Analytics, Engineering, or equivalent professional experience Responsibilities a. Major Incident Management Manage the end-to-end Incident Management lifecycle, ensuring alignment with ITIL standards and organizational processes. Coordinate with internal and external teams to investigate, troubleshoot, and resolve incidents efficiently. Lead and manage major incidents, ensuring timely resolution with minimal business impact using agreed tools and processes. Facilitate and manage bridge calls, ensuring clear communication, capturing key discussion points, and driving action items. Ensure all incidents are resolved and closed within agreed SLAs, with proactive and timely stakeholder communication. Capture incident timelines and prepare, review, and publish Root Cause Analysis (RCA) reports within defined timelines. Maintain high standards of service excellence by adhering to incident management best practices. Work in a 24/7 operational environment, adhering to shift schedules as required. Utilize service management and alerting tools to monitor, track, and manage incidents effectively. Perform additional incident management-related tasks as required. b. NOC Operations Support Monitor infrastructure, application, cloud, and network health through enterprise monitoring tools. Investigate and coordinate responses to operational alerts and service-impacting events. Validate outages, assess business impact, and initiate escalation procedures. Support event management, monitoring optimization, and operational reporting. Support end-user issues related to applications and other services, including P3 and P4 incidents, and identify recurring issues for follow-up. Follow runbooks, maintain knowledge articles, and provide clear shift handovers to ensure continuity of operations. Looking For3-5 years of experience in Major Incident Management, NOC Operations or IT Service Management within a 24/7 production support environmentMandatory skills: Strong hands-on experience managing end-to-end Incident Management processes aligned with ITIL practices. ITIL 4 Foundation certification or higher is required. Proven experience in handling Major Incident Management (MIM) and leading bridge calls effectively. Experience working with service management tools such as ServiceNow (SNOW), JIRA, and alerting/monitoring tools. Experience monitoring, triaging, and escalating events and alerts using enterprise monitoring tools. Experience resolving or triaging P3/P4 incidents and end-user application issues. Working knowledge of infrastructure, cloud, and application support fundamentals. Strong coordination and stakeholder management skills across cross-functional teams. Ability to work under pressure in a high-availability environment and drive quick resolution. Experience in SLA management, ensuring incidents are resolved within agreed timelines. Strong documentation skills for incident reports, RCA, and communication updates. Excellent verbal and written communication skills. Good to have skills: Familiarity with problem management and change management processes. Exposure to automation or scripting for incident handling and reporting. Understanding of telephony, IVR, SIP, and contact center technologies. Qualifications: Bachelor s degree in computer science, Information Systems, Analytics, Engineering, or equivalent professional experience Additional Information: Work Model: Onsite (Work from the office all days) Working Hours: This role requires working in a 24/7 environment with flexibility to shifts based on business demands. ">