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Major Incident Manager

Systal Technology Solutions
Bengaluru

Posted:4 hours ago

Job Description

Vacancy No
VN205

Location City
Bangalore

Location Country
India

Business Unit
Global Operations

Employment Type
Full-Time

About Systal
We are Systal: a global managed network, cloud and security transformation specialist.
We provide complex and strategic technology services for enterprise businesses, managing 200,000+ assets across 93 countries. These services help our customers achieve strategic technology transformation and maximise the business value, security and innovative potential of their IT infrastructure

Description
As a Major Incident Manager, you will lead the response to P1 and P2 incidents raised or reported to Systal, restoring normal service as quickly as possible to minimise business impact. These incidents will focus on network services, and end-to-end IT infrastructure support.

Key Responsibilities
You will run technical and management bridges, coordinate internal teams and vendors, and keep customers informed through regular incident bulletins until resolution. You will also drive post-incident reviews and act as the Subject Matter Expert (SME) for the Major Incident Management process, including but not limited to:
  • Own the end-to-end lifecycle of major incidents, from declaration to closure, with a clear focus on service restoration.

  • Assess impact and urgency and declare major incidents using the agreed priority matrix.

  • Lead technical bridges and coordinate restoration across internal resolver teams, vendors, suppliers, carriers and service providers.

  • Coordinate break-fix activities and workarounds to restore service quickly.

  • For IT infrastructure projects, coordinate across network, server, storage, cloud and end-user support teams, including incidents that span several technology areas.

  • Recognise security-related incidents and engage the security team promptly.

  • Identify incidents that need special attention and escalate within SLA timelines when there is no clear path to resolution.

  • Ensure the right resources are engaged and critical issues stay visible to leadership.

  • Provide timely updates on executive management bridges until closure.

    • Key Requirements
  • relevant experience as a Major Incident Manager in network or IT infrastructure / managed services.

  • Proven experience leading P1/P2 incidents and bridge calls in a customer-facing environment.

  • Strong knowledge of WAN, LAN and Voice technologies, and of network devices such as routers, switches, firewalls and wireless LAN controllers (WLCs).

  • Working knowledge of IT infrastructure (servers, storage, virtualisation and cloud) is an advantage.

  • Good understanding of ITIL practices, especially Incident, Problem and Change Management.

  • Bachelor’s degree in arts, Engineering/Science.

  • Excellent written and verbal English, with the ability to explain technical issues clearly to technical, customer and executive audiences.

  • Strong customer relationship skills, including handling escalations and crisis situations.

  • Calm, decisive and organised under pressure.

    • Why come and work with us at Systal?
    Competitive salary and benefits package.
    Unrivalled training and development, ensuring you stay at the top of your field. We want you to be the best in your chosen field and continuously support training. Fantastic working environment – our state-of-the-art offices and established remote teams create a positive environment to work in both in person and virtually. Systal’s core is its people. Our culture and success is founded upon having the best performing people in a high performing culture to deliver the best-in-class customer experience. Our mission is to be the world’s most trusted technology services partner – inspiring, empowering and enabling the innovation and transformation of today and tomorrow. And we want you to join us! Systal only communicates with candidates via official channels and verified @systaltech.com email addresses. If you’d like to verify a message, please contact recruitment@systaltech.com.

    Skills Required

    Global Operations IT Infrastructure Network Services Subject Matter Expert Incident Management END User Support Managed Services Itil Change Management Customer Relationship Handling Escalations Training and Development

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    Job Type

    Full Time

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