Chennai, Tamil Nadu
Job Summary
Job Title: Major Incident Manager
Job Summary
We are seeking a highly motivated and experienced Major Incident Manager to lead the end-to-end management of critical IT incidents impacting business services and customers for a Global Logistics Client. The ideal candidate will be responsible for driving rapid service restoration, coordinating cross-functional technical teams, ensuring effective stakeholder communication, and facilitating post-incident reviews to improve service resilience.
Key Responsibilities
Lead and coordinate Priority 1 and Priority 2 incidents to ensure rapid service restoration.
Drive major incident bridges and facilitate collaboration across technical and business teams.
Act as the single point of contact for all major incident communications and escalations.
Provide timely status updates to stakeholders, leadership, and impacted customers.
Assess business impact and ensure appropriate prioritization and escalation of incidents.
Maintain command and control throughout the incident lifecycle until resolution.
Facilitate post-incident reviews and drive Root Cause Analysis completion.
Track and govern corrective actions to prevent recurrence of major incidents.
Monitor incident trends and drive continuous service improvement initiatives.
Ensure adherence to ITIL processes, operational governance, and service management standards.
Required Skills
Strong expertise in ITIL Incident, Problem, and Change Management processes.
Proven experience managing critical production outages in enterprise environments.
Excellent stakeholder management and executive communication skills.
Strong leadership and coordination abilities during high-pressure situations.
Ability to make quick decisions and drive resolution during service disruptions.
Experience with ITSM platforms such as ServiceNow, Remedy, or Jira Service Management.
Strong analytical and problem-solving capabilities with a focus on business impact.
Ability to effectively coordinate global support teams, vendors, and technology partners.
Excellent verbal, written, and presentation skills.
Strong focus on operational excellence, continuous improvement, and customer experience.
Preferred Skills
ITIL Foundation certification (mandatory); advanced ITIL certifications preferred.
Experience in Cloud, Infrastructure, Network, Application, or Digital Operations environments.
Experience managing incidents across global and 24x7 support models.
Experience
5+ years of experience in IT Operations, Service Management, Incident Management, or Production Support.
Minimum 2+ years of direct Major Incident Management experience.
Experience working in 24x7 operational environments.
Why Join Us?
Opportunity to manage mission-critical enterprise services.
Exposure to senior leadership and global stakeholders.
Lead operational excellence and service reliability initiatives.
Work in a collaborative, fast-paced, and technology-driven environment.
Key Responsibilities
Job Title: Major Incident Management
Job Summary
We are seeking a highly motivated and experienced Major Incident Manager to lead the end-to-end management of critical IT incidents impacting business services and customers for a Global Logistics Client. The ideal candidate will be responsible for driving rapid service restoration, coordinating cross-functional technical teams, ensuring effective stakeholder communication, and facilitating post-incident reviews to improve service resilience.
Key Responsibilities
Lead and coordinate Priority 1 and Priority 2 incidents to ensure rapid service restoration.
Drive major incident bridges and facilitate collaboration across technical and business teams.
Act as the single point of contact for all major incident communications and escalations.
Provide timely status updates to stakeholders, leadership, and impacted customers.
Assess business impact and ensure appropriate prioritization and escalation of incidents.
Maintain command and control throughout the incident lifecycle until resolution.
Facilitate post-incident reviews and drive Root Cause Analysis completion.
Track and govern corrective actions to prevent recurrence of major incidents.
Monitor incident trends and drive continuous service improvement initiatives.
Ensure adherence to ITIL processes, operational governance, and service management standards.
Required Skills
Strong expertise in ITIL Incident, Problem, and Change Management processes.
Proven experience managing critical production outages in enterprise environments.
Excellent stakeholder management and executive communication skills.
Strong leadership and coordination abilities during high-pressure situations.
Ability to make quick decisions and drive resolution during service disruptions.
Experience with ITSM platforms such as ServiceNow, Remedy, or Jira Service Management.
Strong analytical and problem-solving capabilities with a focus on business impact.
Ability to effectively coordinate global support teams, vendors, and technology partners.
Excellent verbal, written, and presentation skills.
Strong focus on operational excellence, continuous improvement, and customer experience.
Preferred Skills
ITIL Foundation certification (mandatory); advanced ITIL certifications preferred.
Experience in Cloud, Infrastructure, Network, Application, or Digital Operations environments.
Experience managing incidents across global and 24x7 support models.
Experience
5+ years of experience in IT Operations, Service Management, Incident Management, or Production Support.
Minimum 2+ years of direct Major Incident Management experience.
Experience working in 24x7 operational environments.
Why Join Us?
Opportunity to manage mission-critical enterprise services.
Exposure to senior leadership and global stakeholders.
Lead operational excellence and service reliability initiatives.
Work in a collaborative, fast-paced, and technology-driven environment.
Skill Requirements
Job Title: Major Incident Manager
Job Summary
We are seeking a highly motivated and experienced Major Incident Manager to lead the end-to-end management of critical IT incidents impacting business services and customers for a Global Logistics Client. The ideal candidate will be responsible for driving rapid service restoration, coordinating cross-functional technical teams, ensuring effective stakeholder communication, and facilitating post-incident reviews to improve service resilience.
Key Responsibilities
Lead and coordinate Priority 1 and Priority 2 incidents to ensure rapid service restoration.
Drive major incident bridges and facilitate collaboration across technical and business teams.
Act as the single point of contact for all major incident communications and escalations.
Provide timely status updates to stakeholders, leadership, and impacted customers.
Assess business impact and ensure appropriate prioritization and escalation of incidents.
Maintain command and control throughout the incident lifecycle until resolution.
Facilitate post-incident reviews and drive Root Cause Analysis completion.
Track and govern corrective actions to prevent recurrence of major incidents.
Monitor incident trends and drive continuous service improvement initiatives.
Ensure adherence to ITIL processes, operational governance, and service management standards.
Required Skills
Strong expertise in ITIL Incident, Problem, and Change Management processes.
Proven experience managing critical production outages in enterprise environments.
Excellent stakeholder management and executive communication skills.
Strong leadership and coordination abilities during high-pressure situations.
Ability to make quick decisions and drive resolution during service disruptions.
Experience with ITSM platforms such as ServiceNow, Remedy, or Jira Service Management.
Strong analytical and problem-solving capabilities with a focus on business impact.
Ability to effectively coordinate global support teams, vendors, and technology partners.
Excellent verbal, written, and presentation skills.
Strong focus on operational excellence, continuous improvement, and customer experience.
Preferred Skills
ITIL Foundation certification (mandatory); advanced ITIL certifications preferred.
Experience in Cloud, Infrastructure, Network, Application, or Digital Operations environments.
Experience managing incidents across global and 24x7 support models.
Experience
5+ years of experience in IT Operations, Service Management, Incident Management, or Production Support.
Minimum 2+ years of direct Major Incident Management experience.
Experience working in 24x7 operational environments.
Why Join Us?
Opportunity to manage mission-critical enterprise services.
Exposure to senior leadership and global stakeholders.
Lead operational excellence and service reliability initiatives.
Work in a collaborative, fast-paced, and technology-driven environment.
Other Requirements
Job Title: Major Incident Manager
Job Summary
We are seeking a highly motivated and experienced Major Incident Manager to lead the end-to-end management of critical IT incidents impacting business services and customers for a Global Logistics Client. The ideal candidate will be responsible for driving rapid service restoration, coordinating cross-functional technical teams, ensuring effective stakeholder communication, and facilitating post-incident reviews to improve service resilience.
Key Responsibilities
Lead and coordinate Priority 1 and Priority 2 incidents to ensure rapid service restoration.
Drive major incident bridges and facilitate collaboration across technical and business teams.
Act as the single point of contact for all major incident communications and escalations.
Provide timely status updates to stakeholders, leadership, and impacted customers.
Assess business impact and ensure appropriate prioritization and escalation of incidents.
Maintain command and control throughout the incident lifecycle until resolution.
Facilitate post-incident reviews and drive Root Cause Analysis completion.
Track and govern corrective actions to prevent recurrence of major incidents.
Monitor incident trends and drive continuous service improvement initiatives.
Ensure adherence to ITIL processes, operational governance, and service management standards.
Required Skills
Strong expertise in ITIL Incident, Problem, and Change Management processes.
Proven experience managing critical production outages in enterprise environments.
Excellent stakeholder management and executive communication skills.
Strong leadership and coordination abilities during high-pressure situations.
Ability to make quick decisions and drive resolution during service disruptions.
Experience with ITSM platforms such as ServiceNow, Remedy, or Jira Service Management.
Strong analytical and problem-solving capabilities with a focus on business impact.
Ability to effectively coordinate global support teams, vendors, and technology partners.
Excellent verbal, written, and presentation skills.
Strong focus on operational excellence, continuous improvement, and customer experience.
Preferred Skills
ITIL Foundation certification (mandatory); advanced ITIL certifications preferred.
Experience in Cloud, Infrastructure, Network, Application, or Digital Operations environments.
Experience managing incidents across global and 24x7 support models.
Experience
5+ years of experience in IT Operations, Service Management, Incident Management, or Production Support.
Minimum 2+ years of direct Major Incident Management experience.
Experience working in 24x7 operational environments.
Why Join Us?
Opportunity to manage mission-critical enterprise services.
Exposure to senior leadership and global stakeholders.
Lead operational excellence and service reliability initiatives.
Work in a collaborative, fast-paced, and technology-driven environment.
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