SIAM – Major Incident Manager

5 days ago


Ahmedabad, Gujarat, India XpertNest Full time ₹ 12,00,000 - ₹ 36,00,000 per year

We are seeking an experienced
Major Incident Manager
with a strong background in
Service Integration and Management (SIAM)
to lead critical incident resolution across multiple vendor landscapes. The ideal candidate will coordinate high-priority incidents, ensure service restoration, and maintain governance across IT service providers within a complex enterprise environment.

Key Responsibilities:

  • Lead and manage
    Major Incident
    resolution end-to-end following ITIL / SIAM practices.
  • Drive
    cross-supplier collaboration
    to ensure quick restoration of critical services.
  • Host
    bridge calls
    , coordinate with technical and business stakeholders, and ensure timely communication.
  • Perform
    root cause analysis (RCA)
    and ensure
    post-incident reviews
    and continuous improvement.
  • Maintain accurate
    incident records
    , impact assessments, and escalation reports.
  • Work closely with
    Problem Management
    and
    Change Management
    teams to reduce re-occurrence.
  • Provide regular reporting and analytics on incidents, trends, and SLAs.
  • Ensure adherence to
    governance processes
    , service levels, and communication protocols.

Required Skills & Experience:

  • 7+ years of experience in IT Service Management, with at least 3+ years handling
    Major Incidents
    in a
    SIAM environment
    .
  • Strong knowledge of
    ITIL v4 processes
    and service governance.
  • Experience managing incidents involving multiple vendors and support teams.
  • Excellent communication and stakeholder management skills (verbal and written).
  • Proven ability to perform under pressure in a global 24x7 environment.
  • Experience with tools such as
    ServiceNow, Jira Service Management
    , or similar platforms.

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