Chennai, Tamil Nadu
Job Summary
The Major Incident Manager (L2) is responsible for leading the end-to-end Major Incident Management process to restore critical business services within agreed SLAs. The role serves as the central coordinator during high-priority incidents, driving technical teams, stakeholder communication, service restoration, RCA tracking, and continuous service improvement.
Key Responsibilities
Major Incident Management
Own and manage the lifecycle of P1/P2 Major Incidents.
Lead Major Incident bridges and war-room calls.
Coordinate technical resolver groups, vendors, and third-party teams during service outages.
Ensure rapid service restoration while minimizing business impact.
Drive incident prioritization, escalation, and resolution activities.
Monitor adherence to SLAs and service restoration targets.
Maintain real-time communication with business stakeholders and leadership teams.
Ensure proper incident documentation and closure.
Incident Coordination & Escalation
Act as the single point of contact during critical incidents.
Escalate unresolved issues to appropriate technical and management teams.
Facilitate cross-functional collaboration among support teams.
Manage customer communication during critical outages.
Track action items and restoration progress until service recovery.
Root Cause Analysis (RCA)
Coordinate Post Incident Reviews (PIRs).
Drive RCA completion within defined timelines.
Track preventive and corrective actions to closure.
Identify recurring incidents and initiate problem management activities.
Recommend service improvements to reduce future incidents.
ITIL Process Governance
Ensure adherence to:
Incident Management
Major Incident Management
Problem Management
Change Management
Service Request Management
Support CAB reviews for incidents involving emergency changes.
Maintain audit-ready documentation and compliance evidence.
Reporting & Analytics
Publish Major Incident Reports and Executive Summaries.
Track and report:
MTTR (Mean Time to Restore)
Incident Volume
SLA Achievement
Recurring Incident Trends
Business Impact Metrics
Develop dashboards and governance reports.
Skill Requirements
ITSM Platforms
ServiceNow (Preferred)
BMC Remedy
Jira Service Management
Ivanti
Cherwell
Monitoring & Collaboration Tools
Dynatrace
AppDynamics
Splunk
SolarWinds
Microsoft Teams
Zoom
Infrastructure Understanding
Windows & Linux Platforms
Network Infrastructure
Data Center Operations
Cloud Services (Azure, AWS, GCP)
Database Technologies
Storage & Backup Solutions
Required Skills
Strong understanding of ITIL Framework.
Experience handling P1/P2 Major Incidents.
Excellent stakeholder and customer management skills.
Strong communication and bridge-call moderation skills.
Ability to work in high-pressure environments.
Strong analytical and problem-solving capabilities.
Experience coordinating cross-functional technical teams.
Understanding of change, problem, and configuration management processes.
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