Key Responsibilities:
- Lead and manage Major Incidents end-to-end in line with ITIL/ITSM processes
- Act as the single point of coordination during critical incidents
- Facilitate bridge calls and ensure timely communication to stakeholders
- Drive root cause analysis (RCA) and post-incident reviews
- Ensure SLA adherence and continuous improvement of incident management processes
- Collaborate with technical, business, and vendor teams for resolution
Required Skills & Experience:
- 6–15 years of experience in IT Service Management / Incident Management
- Strong hands-on experience in Major Incident Management (MIM)
- Good knowledge of ITIL framework (ITIL certification preferred)
- Experience working with ITSM tools such as ServiceNow, Remedy, or similar
- Strong communication, coordination, and stakeholder management skills
Job Function
IT INFRASTRUCTURE SERVICES
Desired Skills
Incident Management | IT IS_Service Desk
Desired Candidate Profile
Qualifications : BACHELOR OF ENGINEERING
