Home
Communities
Companies
- Companies
  
  Discover best places to work
- Compare Companies
  
  Compare & find best workplace
- Add Office Photos
  
  Bring your workplace to life
- Add Company Benefits
  
  Highlight your company's perks
Reviews
- Company reviews
  
  Read reviews for 6L+ companies
- Write a review
  
  Rate your former or current company
Salaries
- Browse salaries
  
  Discover salaries for 6L+ companies
- Salary calculator
  
  Calculate your take home salary
- Are you paid fairly?
  
  Check your market value
- Share your salary
  
  Help other jobseekers
Interviews
- Company interviews
  
  Read interviews for 40K+ companies
- Campus placements
  
  Interviews questions for 1K+ colleges
- Share interview questions
  
  Contribute your interview questions
Jobs
Awards

WINNERS AWAITED!
- ABECA 2025
  
  WINNERS AWAITED!
  
  AmbitionBox Employee Choice Awards - 4th Edition
- ABECA 2024
  
  AmbitionBox Employee Choice Awards - 3rd Edition
- AmbitionBox Best Places to Work 2022
  
  2nd Edition
- AmbitionBox Best Places to Work 2021
  
  1st Edition

Add office photos

Engaged Employer

Waystone

Compare

3.9

based on 6 Reviews

8 Waystone Jobs

Major Incident Manager

Waystone

3.9

based on 6 Reviews

4-8 years

Mumbai

1 vacancy

Major Incident Manager

Waystone

posted 27d ago

Job Role Insights

Fixed timing

Key skills for the job

Orcale Analytical Chemistry Incident Management Change Management Business Operations Service Management

+ 4 more

Job Description

Job Summary:

Manage major incidents from detection to resolution, ensuring timely communication with stakeholders and minimal impact on business operations. Lead the Incident Management process, including identification, containment, eradication, and recovery of incidents. Collaborate with cross-functional teams to resolve complex technical issues. Develop and maintain relationships with key stakeholders to ensure effective communication during critical situations. Ensure compliance with ITIL processes and industry standards for incident management.

Establish continuous process improvement cycles where the process performance,

activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable.

Key Responsibilities:

Lead the incident management process and oversee team members involved in resolving incidents.
Respond to reported service incidents, identify the cause, and initiate the management process.
Establish and orchestrate bridge calls with emphasis on restoring service to users as quickly as possible, facilitate and troubleshoot toward resolution of incidents, and manage incidents to completion
Responsible for the appropriate recording, prioritization, Data Collection, Validation and ongoing management of problems through to root cause identification, known error management and closure.
Ensures quality of Known Error records
Monitor and support Incident management in production, development, and test environments.
Prioritize incidents according to their urgency and influence on the business.
Collaborate with the incident management team so all protocols are diligently followed.
Communicate with upper management if significant issues are found.
Log all incidents and their resolution to identify and prevent recurring malfunctions.
Conduct diagnostics, data collection, and troubleshooting activities to identify and resolve technical issues.
Define and document metrics to judge efficiency and effectiveness of Incident Management Process

Examples: Mean Time to Repair, Mean Time Between Failures, Repeat Incidents

Support the achievement of response and resolution targets for all tickets as per agreed SLA within the Service Desk Operations.

Measures Output:

Provide support for:

Daily/Weekly/Monthly Reporting
Achievement of SLA/KPIs
Trending of improvements for open Incident/Service Requests
Incident avoidance (via Problem Management)

Qualifications: 3 years of experience working as Major Incident Manager

3 years exposure to Service Management/ITIL framework and concepts (incident, problem, change management, RCA)
Excellent verbal and written communication skills: experience working with technical and functional resources

Preferred Skills:

Foundational Certification in AWS or Azure Cloud services.
Certifications in ITIL or other service management frameworks.
Proficiency in incident response, infrastructure, ITIL, metrics, production environment, incident reports, technical issues, NOC (Network Operations Center), client-facing, network operations, Java, mainframe, and SharePoint
Strong analytical and reporting skill

Employment Type: Full Time, Permanent

Read full job description