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Major Incident Manager

4 years

0 Lacs

Chennai Tamil Nadu India

Posted:13 hours ago| Platform: Linkedin logo

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Skills Required

data support communication drive restore service analysis metrics reports escalation management itil aws azure servicenow reporting coordination

Work Mode

On-site

Job Type

Full Time

Job Description

Role Description Key Responsibilities Assess impact and severity of major incidents to prioritize response. Collect and analyse data to support incident decision-making. Serve as the main contact during critical incidents, coordinating internal teams and external vendors. Develop and use communication templates to keep all stakeholders informed. Ensure timely and clear communication with internal teams, partners, and authorities. Maintain adherence to response SLAs. Keep detailed records of incident activities, decisions, and outcomes. Conduct post-incident reviews to identify lessons learned and improvements. Guide and support the incident response team during complex incidents. Lead major incident calls and drive all activities to restore service. Assign related problem records and coordinate root cause analysis through resolution. Create metrics and reports for visibility on incident progress and problem status. Maintain and update incident response plans, roles, and escalation procedures. Develop contingency plans for various incident scenarios. Participate in a 24x7 on-call rotation. Qualifications 4+ years supporting IT operations in large-scale environments. 5+ years leading major incident resolution. Strong expertise in Incident, Problem, and Change Management under ITIL. Experience with cloud platforms (AWS, Azure) and ITSM tools like ServiceNow. Proven ability to manage ITIL workflows in ServiceNow. Skills Major Incident Management Criticality Analysis Incident Reporting Root Cause Analysis Communication & Coordination ITIL Processes Skills Criticality Analysis,Major Incident Mangement,Incident Reporting Show more Show less

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