Sholinganallur, Tamil Nadu
Job Summary
Role Overview: The Major Incident Manager will be responsible for managing and resolving complex major incidentsaffecting critical business systems, applications, and services. The role requires a proactive andcollaborative individual with a strong technical background, excellent communication skills, and theability to manage stakeholders effectively. The candidate should be capable of quickly integratinginto the team with minimal onboarding and delivering results through on-the-job training. The rolealso involves contributing to Continuous Service Improvement (CSI) initiatives, managing CSI projectsin an Agile way, and working in 24/7 rotational shifts, including weekends.Key Responsibilities: • Lead the resolution of major incidents, ensuring minimal business disruption and timelyservice restoration.• Coordinate with Service Leaders, Subject Matter Experts (SMEs), and technical teams toaddress and resolve incidents effectively.• Provide clear, accurate, and timely communication to senior leaders, stakeholders, and endusers during incident resolution.• Actively seek work, drive follow-ups, and take ownership of issues to ensure resolution.• Collaborate with other IT functions to identify opportunities for process improvement andcontribute to successful implementation.• Engage in Continuous Service Improvement (CSI) objectives to enhance processes andservice quality.• Manage CSI projects using Agile methodologies to drive service improvements andinnovation.• Operate in 24/7 rotational shifts, including weekends, as required by business needs.Required Experience and Skills: • Minimum 15 years of experience in Major Incident Management.• Strong technical background with broad expertise in enterprise systems and coreinfrastructure technologies (e.g., server, network, authentication, database).• Prior experience working with ServiceNow (minimum 2 years).• Excellent written and verbal communication skills.• Proven ability to manage stakeholders across all levels of the organization.• Highly collaborative and proactive, with the ability to work independently and takeownership of tasks. Classification: Internal• Comfortable working in complex global relationships with IT functions, vendors, businessunits, and external partners.• Experience in managing CSI projects using Agile methodologies.Additional Requirements: • Ability to “plug and play” with minimal formal onboarding, performing effectively withmostly on-the-job training.• Experience in technical troubleshooting and using computer monitoring systems (e.g.,NextThink or similar).
Key Responsibilities
1. Ensure Timely Resolution And Quality Compliance Of Escalated Incidents By Analyzing Issues In Accordance With Itil Best Practices And Service Level Agreements.
2. Mentor Team Members And Administrators In Critical Incident Management Processes, Preparing Standard Operating Procedures And Maintaining Comprehensive Documentation For Knowledge Sharing.
3. Validate Change Order Implementation Plans And Ensure Compliance With Human Error Protocols While Participating In Capacity Planning Discussions.
4. Engage Actively In Customer Meetings To Gather Feedback, Address Concerns, And Ensure Positive Customer Experiences And Satisfaction.
5. Conduct And Validate Analyses Such As Root Cause Analysis And Trend Analysis, Preparing Detailed Reports To Support Performance Improvement Initiatives For Presentation To Key Business Stakeholders.
Skill Requirements
1. Proficient In Critical Incident Management And Itil Frameworks
2. Strong Knowledge Of Servicenow (Snow) Administration And Support
3. Experience With Bmc Remedy And Ca Service Desk Tools
4. Familiarity With Avanti And Related Automation Technologies
5. Excellent Communication And Presentation Skills For Stakeholder Engagement
Other Requirements
1. Itil Foundation Certification (Optional But Valuable)
2. Servicenow Administrator Certification (Optional But Valuable
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