Major Incident Manager

POSITION TITLE (ENGLISH): Major Incident Manager
REPORTING TO: Manager
REPORTING LOCATION: Bangalore, India
WORKING LOCATION: Bangalore, India
NUMBER OF FTEs UNDER RESPONSIBILITY: 18

Job description:

Job Summary: The Major Incident Manager is responsible for ensuring the effective and efficient management of major incidents, minimizing the impact on business operations, and restoring services within the agreed timelines. This role requires a high level of coordination, communication, and technical expertise to drive incident resolution across multiple teams and ensure that all stakeholders are kept informed throughout the process.

Key Responsibilities:

• Lead and manage the end-to-end lifecycle of major incidents, ensuring fast resolution while minimizing business disruption.
• Act as the primary point of contact for all major incidents, collaborating with technical teams and stakeholders to diagnose and resolve issues quickly.
• Ensure the application of incident management best practices, processes, and policies.
• Facilitate and coordinate incident war room calls, ensuring effective communication and collaboration between all involved parties.
• Identify root causes of major incidents and collaborate with problem management teams to drive long-term resolutions.
• Ensure that Incident records are thoroughly documented, and all actions are logged accurately.
• Provide regular updates to senior management and key stakeholders on incident status, progress, and resolution timelines.
• Drive continuous improvement initiatives to enhance incident management processes and reduce recurrence of major incidents.
• Track and monitor post-incident reviews, ensuring follow-up actions are implemented.
• Develop and maintain major incident reports and metrics for performance analysis and process improvement.
• Work closely with the Change, Problem, and Service Delivery teams to ensure alignment and effective incident resolution.
• Develop and maintain incident communication templates and escalation protocols.

Required Skills and Qualifications:

• Proven experience in IT service management, specifically in a major incident management or IT operations leadership role.
• Strong understanding of ITIL framework, particularly in Incident, Problem, and Change Management processes.
• Exceptional communication skills, both written and verbal, with the ability to communicate complex technical issues clearly to non-technical stakeholders.
• Experience managing high-pressure situations and leading incident resolution in time-sensitive environments.
• Strong analytical and problem-solving skills, with the ability to identify issues and drive resolution quickly.
• Ability to work collaboratively in cross-functional teams and coordinate with various departments (e.g., technical teams, business stakeholders, etc.).
• Knowledge of IT service management tools such as ServiceNow, BMC Remedy, or similar.
• Ability to remain calm under pressure, demonstrate strong leadership, and maintain control during critical situations.
• Familiarity with monitoring tools and diagnostic systems that aid in incident detection and resolution.
• ITIL certification (preferred).

Desired Skills:

• Experience in leading post-incident reviews and root cause analysis.
• Ability to influence and drive decisions in high-stakes situations.
• Experience in disaster recovery or business continuity planning.

Education and Experience:

• Bachelors degree in Computer Science, Information Technology, or a related field (preferred).
• 5+ years of experience in incident management, IT service management, or IT operations.

Working Conditions:

• Flexibility to work in a 24/7 environment, including weekends and holidays as required.
• Occasional on-call availability for critical incidents.