About the Role
We are seeking a highly motivated Major Incident Manager to join our 24x7 Operations team. In this role, you will lead the management of critical incidents, coordinate cross-functional technical teams, drive service restoration, and provide timely communication to stakeholders during high-impact outages.
ITIL Certification is Mandatory.
Key Responsibilities
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Own and manage major incidents from identification to service restoration.
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Lead incident bridge calls and coordinate resolver teams.
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Drive timely escalations and ensure rapid recovery of business-critical services.
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Provide regular updates to customers, stakeholders, and leadership teams.
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Facilitate post-incident reviews and track improvement actions.
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Maintain accurate incident records and reporting within ITSM tools.
Required Skills
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5+ years of Incident or Major Incident Management experience.
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Strong understanding of ITIL Incident Management processes.
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Experience managing critical incidents in enterprise environments.
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Excellent communication, stakeholder management, and leadership skills.
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Familiarity with ServiceNow and monitoring tools is preferred.
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Ability to work in a rotational 24x7 shift environment.
What We're Looking For
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Calm and decisive under pressure.
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Strong problem-solving and coordination skills.
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Customer-focused with a sense of urgency.
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Ability to influence and collaborate across technical and business teams.
