Major Incident Manager

UST

2 years

0 Lacs

chennai tamil nadu india

Posted:1 day ago| Platform:

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Skills Required

management messaging service data support analysis coordination engagement design communication reports restoration triage drive metrics reporting escalation effectiveness itil servicenow aws azure mim

Work Mode

On-site

Job Type

Full Time

Job Description

Role Description

Incident Management Specialist – Key Responsibilities and Qualifications

Primary Responsibilities

Effectively understand and respond to client queries via phone, email, and instant messaging, ensuring all issues and requests are accurately logged in the ticketing system.
Utilize the Incident Management System to track, manage, and document incidents and service requests, including resolutions and workarounds.
Evaluate the impact and severity of critical and major incidents.
Collect relevant data to support incident analysis and facilitate informed decision-making.
Serve as the central point of contact during critical incidents, ensuring coordination and engagement of all necessary teams.
Design and implement standardized communication templates for consistent updates to internal and external stakeholders.
Ensure clear, concise, and timely communication with internal teams, external partners, and appropriate authorities.
Adhere to and maintain response Service Level Agreements (SLAs).
Maintain comprehensive records of incident response activities, including actions taken, decisions made, and final outcomes.
Lead post-incident reviews to identify lessons learned and recommend areas for improvement.
Provide guidance and support to the incident response team during complex, high-pressure situations.
Generate detailed incident reports outlining key findings, resolutions, and recommendations.
Lead and facilitate restoration efforts for all business- or customer-impacting incidents in a 24x7x365 operational environment.
Coordinate triage, recovery, and communication efforts during all major incidents.
Drive technical bridges during major incidents and lead all efforts toward rapid service restoration.
Assign and manage related Problem records, coordinating with resolution teams to ensure timely Root Cause Analysis (RCA) and closure.
Establish metrics and reporting to enhance visibility into major incidents and track the progress of open problems.
Participate in a 24x7x365 on-call rotation as required.
Develop and maintain an Incident Response Plan that clearly defines roles, responsibilities, and escalation procedures.
Periodically review and update incident response policies and procedures to ensure continued effectiveness.

Qualifications

Minimum of 2 years’ experience supporting IT operations in a large-scale environment.
Strong understanding of ITIL principles, particularly in Incident, Problem, and Change Management processes.
Hands-on experience with ITSM tools such as ServiceNow.
Familiarity with cloud platforms including AWS and Azure.
Proven ability to manage ITIL workflows and drive incident resolution in high-pressure environments.

Skills

MIM, Service Now

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