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Major Incident & Problem Manager

Major Incident & Problem Manager

UST

5 years

0 Lacs

Chennai Tamil Nadu India

Posted:1 month ago| Platform:

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Skills Required

management restoration communication collaboration triage coordination drive support escalation analysis capture metrics report leadership schedule itil servicenow aws azure security service certification automation devops monitoring collaborative development training compensation

Work Mode

On-site

Job Type

Full Time

Job Description

Role Description

Job Title: Major Incident & Problem Manager (24x7x365 Support)

Location:

Chennai

Experience:

5+ Years in Major Incident & Problem Management

Shift:

24x7x365 On-Call Rotation

Job Summary

We are seeking an experienced

Major Incident & Problem Manager

to lead the resolution of business-critical incidents in a large-scale IT environment. You will serve as the central point of contact during high-impact incidents, ensuring fast restoration, clear communication, and effective collaboration across all teams. The role also involves driving continuous improvement through detailed post-incident reviews and root cause analysis.

Key Responsibilities

Lead the triage, recovery, and communication efforts during all major incidents.
Act as the central point of contact for incident coordination, ensuring all relevant teams are engaged.
Host and drive the major incident technical bridge to resolution.
Maintain clear and timely communication with internal stakeholders, external partners, and authorities.
Develop and use standardized communication templates for stakeholder updates.
Coordinate with vendors for additional support as needed.
Ensure incident response activities meet defined SLAs and escalation procedures.
Document all incident activities, decisions, actions, and outcomes thoroughly.
Assign and track Problem Records to resolution teams and oversee root cause analysis (RCA) to closure.
Conduct post-incident reviews to capture lessons learned and identify areas for improvement.
Implement process improvements and update response procedures as needed.
Maintain and update the incident management framework, including contingency and escalation plans.
Create metrics and dashboards to report on incidents and problem progress.
Provide leadership and support to the incident response team during complex events.
Work in a 24x7x365 on-call rotation schedule.

Required Skills & Experience

5+ years of experience leading major incident resolution in large-scale environments.
5+ years of hands-on experience in Incident and Problem Management.
4+ years supporting IT operations in enterprise environments.
Strong understanding of ITIL principles (Incident, Problem, Change Management).
Experience with ServiceNow ITSM workflows.
Working knowledge of AWS and Azure platforms.
Experience in Security Incident Response and Service Desk environments.
Strong skills in Criticality Analysis and effective communication.

Nice to Have

ITIL Certification
Experience with automation tools and dashboards
Background in DevOps or cloud-native monitoring solutions

What We Offer

Dynamic and collaborative work environment
Opportunity to work on mission-critical systems and services
Professional development and training opportunities
Competitive compensation and benefits

Skills

Incident Management,Criticality Analysis,Major Incident Management

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Major Incident & Problem Manager

Experience & Salary

Skills Required

Work Mode

Job Type

Job Description

Role Description

Job Title: Major Incident & Problem Manager (24x7x365 Support)

Location:

Experience:

Shift:

Job Summary

Major Incident & Problem Manager

Key Responsibilities

Required Skills & Experience

Nice to Have

What We Offer

Skills

More Jobs at UST