Major Incident Manager

About Position:

We are seeking an experienced Major Incident Manager with strong ITIL and SIAM expertise to manage critical incidents across a multi-vendor environment. The role requires high-level ownership of service restoration plans, coordination of resolver groups, and effective communication during Priority 1 and Priority 2 incidents. You will lead bridge calls, ensure timely updates to stakeholders, and create logical infrastructure diagrams for clarity. This position demands excellent communication skills, technical understanding, and the ability to mentor team members while driving incident resolution and minimizing business impact.

• Role: Major Incident Manager

• Location: Bangalore

• Experience: 6 to 8 years

• Job Type: Full Time Employment

What You'll Do:

• High level ownership of the technical service restoration plan across all Vendor delivered IT services and the Resolver Group Managers involved in P1 incidents.
• Coordination of technical restoration actions and plans via email, messaging, updating of P1 tickets in ITSM tool
• Technical and Functional Escalation where necessary
• Aim to reduce restoration time and escalation to Situation management for P1 incidents.
• Communication via various means including SMS and reporting.
• Plan, coordinate and control the restoration of complex and high impact system problems that occur within the production environment.
• Prioritise major incidents and assign tasks to Service Support and Delivery resources as required.
• Act as the central communication point for major incidents- all Priority 1 issues and priority 2 issues as required.
• Ensure creation of a resolution plan for P1 & P2 incidents.
• Understand and clearly communicate the business impact of major incidents.
• Prioritise major incidents based on business impact to the client.
• SIAM Major incident managers are authorized to login into any priority calls during lean periods for their own knowledge gain.
• Develop strong working relationships with support and delivery teams, management and liaise with support areas as required
• Train and mentor other team members including Service Restoration Managers and problem managers in process and techniques used manage major incidents across all vendors.
• Providing updates/communication to senior management on the status of P1 & P2 incidents.

Expertise You'll Bring:

• 6+ years of experience of running the MI across all vendors.
• Excellent verbal communication
• Proven experience as major Incident Manager & should have ITIL exposure.
• Proven experience in handling the Bridge calls.
• Create standardized visual design diagrams of logical infrastructure, including platform, storage, and networking information.
• Participate in resolving the P1 & P2 issues.
• Should participate in prioritizing the Major Incidents and assigning of tasks.
• Provide coordination across technical teams to encourage application of standards and adherence to standard based methodologies.
• Should have knowledge on current industry technologies and trends.
• understand the appropriateness for the application and timing of those technologies.
• Ticketing tool experience.

Benefits:

• Competitive salary and benefits package
• Culture focused on talent development with quarterly growth opportunities and company-sponsored higher education and certifications
• Opportunity to work with cutting-edge technologies
• Employee engagement initiatives such as project parties, flexible work hours, and Long Service awards
• Annual health check-ups
• Insurance coverage: group term life, personal accident, and Mediclaim hospitalization for self, spouse, two children, and parents

Values-Driven, People-Centric & Inclusive Work Environment:

Persistent Ltd. is dedicated to fostering diversity and inclusion in the workplace. We invite applications from all qualified individuals, including those with disabilities, and regardless of gender or gender preference. We welcome diverse candidates from all backgrounds.

• We support hybrid work and flexible hours to fit diverse lifestyles.
• Our office is accessibility-friendly, with ergonomic setups and assistive technologies to support employees with physical disabilities.
• If you are a person with disabilities and have specific requirements, please inform us during the application process or at any time during your employment

Let’s unleash your full potential at Persistent - persistent.com/careers

“Persistent is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind.”