Major Incident Manager

Role: MIM Lead

Location: Goregaon East, Mumbai

Experience: 8-12 Years

Job Description:

• Own the entire MIM lifecycle.
• Lead and manage all Priority 1 and Priority 2 incidents from initiation through service restoration.
• Establish and drive major incident bridge calls.
• Coordinate technical teams, application teams, infrastructure teams, and third-party vendors during service disruptions.
• Ensure timely engagement of SMEs and support groups.
• Drive swift decision-making to minimize business impact
• Provide timely, accurate, and audience-appropriate incident communications.

Technical & Process Skills

• ITIL Incident, Problem, Change, and Service Management expertise.
• ServiceNow or equivalent ITSM tools.
• Strong understanding of Infrastructure and Application support environments.
• Knowledge of SLA, OLA, and KPI management.
• Experience handling high-severity incidents in 24x7 environments.