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Noida, Uttar Pradesh
Job Summary

Major Incident Manager (MIM) Role Summary The Major Incident Manager (MIM) is responsible for the end-to-end management of business-critical incidents, ensuring rapid service restoration while minimizing business impact. The role acts as the central coordination point between technical teams, vendors, business stakeholders and leadership during high-priority service disruptions. MIM drives incident governance, stakeholder communications, escalation management, service restoration and post-incident reviews. Key Responsibilities • Lead and coordinate Major Incidents from identification through service restoration. • Assess impact and urgency to determine Major Incident declaration. • Establish and manage war rooms, bridge calls and command-center activities. • Coordinate cross-functional resolver teams, vendors and stakeholders to drive resolution. • Ensure adherence to incident management processes, SLAs and escalation procedures. • Provide timely communications to business stakeholders, customers and leadership. • Prepare and distribute incident notifications, progress updates and service restoration communications. • Manage executive escalations and maintain visibility of risks and mitigation actions. • Facilitate management bridge calls during critical service disruptions. • Drive prioritization of restoration activities to minimize business impact. • Remove operational blockers and facilitate decision-making during outages. • Ensure all technical teams remain aligned on recovery plans and timelines. • Monitor resolution progress and ensure accurate documentation of activities. • Lead Post Incident Reviews (PIRs) and coordinate Root Cause Analysis (RCA) activities. • Identify opportunities for service resilience and process improvement. • Produce incident governance reports, KPI dashboards and service review presentations. •

Key Responsibilities

Analyze trends related to major incidents, service availability and restoration performance. • Support audits, governance reviews and customer reporting requirements. Required Skills & Experience • 6–8 years of experience in IT Service Management, with strong focus on Major Incident Management. • Hands on experience with ServiceNow ITSM. • Strong knowledge of ITIL v3 / ITIL 4 principles and lifecycle processes. • Experience in supporting global enterprise environments and 24x7 operations. • Strong analytical skills and ability to interpret operational data. • Excellent communication, facilitation and stakeholder management skills. Preferred Qualifications • ITIL v3 / ITIL 4 Certification • Experience working in large, global ITSM environments

Skill Requirements

NA

Other Requirements
1. Itil Foundation Certification Is Recommended But Not Mandatory.
2. Relevant Certifications In Service Desk Management Or Incident Management Are Optional But Valuable
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