Major Incident Management || MIM Lead || Vadodara

high-severity incidents (P1/P2)

Key Responsibilities

Major Incident Handling

• Lead and coordinate all

  Major Incident (MI) bridges

  for Priority 1 and Priority 2 incidents.
• Ensure timely incident logging, categorization, impact assessment, and communication.
  
• Drive quick service restoration by engaging appropriate technical and support teams.
  
• Act as a single point of contact (SPOC) during high-severity incidents.
  

Communication & Reporting

• Provide real-time updates to stakeholders, leadership, and impacted business units.
  
• Issue

  Incident Notifications, Interim Updates, and RCA summaries

  as per SLA.
• Prepare post-incident reports and dashboards (MIR, Executive Summary, TIM).
  

Process Governance

• Ensure compliance with

  ITIL standards

  for Incident and Problem Management.
• Facilitate

  Post-Incident Review (PIR)

  meetings and track action items to closure.
• Identify recurring issues and collaborate with Problem Management for RCA.
  
• Continuously improve incident response frameworks and escalation matrices.
  

Collaboration & Leadership

• Lead cross-functional teams during crises with strong command and clarity.
  
• Drive stakeholder alignment and ensure all teams follow the incident playbook.
  
• Mentor junior incident managers / L1-L2 resources.
  
• Work with Service Desk, NOC, SOC, Application, and Infrastructure teams.
  

Required Skills & Experience

• 6+ years of IT operations experience with 3+ years in Major Incident Management.
  
• Strong knowledge of

  ITIL v3/v4

  , service operations, and escalation handling.
• Excellent communication skills for senior leadership engagement.
  
• Strong decision-making skills under pressure.
  
• Hands-on experience with tools like

  ServiceNow, Remedy, Jira, BMC, or equivalent

  .
• Ability to multitask and manage multiple high-priority issues simultaneously.
  
• Experience working in

  24x7 environments

  , with on-call responsibilities.

Preferred Qualifications

• ITIL Foundation / Intermediate Certification.
  
• Experience in managing cloud incidents (AWS / Azure / GCP).
  
• Knowledge of infrastructure/application monitoring tools (Splunk, Dynatrace, AppDynamics, SolarWinds, etc.).