Critical & Major Incident Management
2 days ago
Key Responsibilities
- Act as the primary incident commander, driving restoration efforts, coordinating with technical SMEs, infrastructure teams, application owners, and vendors.
- Ensure adherence to ITIL Incident, Problem, and Change Management processes.
- Facilitate real-time bridge calls, manage escalation paths, and engage leadership for high-impact incidents.
- Maintain clear, concise, and accurate incident communication, including executive summaries, RCA drafts, and status updates.
- Conduct post-incident reviews (PIR), identify root causes, and ensure actionable follow-ups with engineering, operations, and service teams.
- Develop and enhance incident management frameworks, playbooks, and response procedures.
- Monitor incident trends, track SLA performance, and drive continuous improvement initiatives to reduce incident volume and recovery time.
- Coordinate with Problem Management to ensure permanent fixes, preventive measures, and long-term stability.
- Work with global teams across time zones, ensuring 24/7 support readiness when required.
- Train, mentor, and guide junior incident managers and operations teams.
- Present incident trends, dashboards, and risk updates to leadership and stakeholders.
Required Skills & Experience
- 12+ years of experience in Major Incident Management / Critical Incident Management in large-scale IT environments (BFSI, Telecom, Retail, Technology preferred).
- Strong understanding of ITIL framework, with ITIL Foundation / Intermediate certification preferred.
- Proven experience leading high-severity outages, driving quick recovery, and handling multiple stakeholders under pressure.
- Excellent communication skills—capable of preparing executive-level reports and clear real-time updates.
- Expertise in coordinating with diverse technical teams (Networks, Cloud, Applications, Infrastructure, Databases, Security).
- Ability to analyze incident patterns and recommend preventive actions.
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