CISAMRMFRE-ITIL-JL4

About the Role

• Manage and coordinate Major Incidents (P1/P2) through their entire lifecycle until resolution.
• Lead incident bridge calls and drive technical teams toward service restoration within agreed SLAs.
• Assess incident impact, severity, and business priority to ensure appropriate escalation.
• Coordinate cross-functional teams including Infrastructure, Network, Application, Security, Cloud, and Vendor support teams.
• Provide clear and timely communications to business stakeholders, leadership, and affected users.
• Monitor incident progress, remove roadblocks, and ensure accountability for resolution actions.
• Facilitate technical and management escalations when required.
• Ensure incident records are accurately documented in ITSM tools such as ServiceNow.
• Conduct post-incident reviews (PIRs) and Root Cause Analysis (RCA) meetings.
• Track corrective and preventive actions arising from major incidents.
• Analyze incident trends and recommend process improvements to reduce recurring incidents.
• Maintain and improve Major Incident Management procedures, playbooks, and communication templates.
• Support problem management activities and drive service reliability improvements.

Key Responsibilities

• Manage and coordinate Major Incidents (P1/P2) through their entire lifecycle until resolution.
• Lead incident bridge calls and drive technical teams toward service restoration within agreed SLAs.
• Assess incident impact, severity, and business priority to ensure appropriate escalation.
• Coordinate cross-functional teams including Infrastructure, Network, Application, Security, Cloud, and Vendor support teams.
• Provide clear and timely communications to business stakeholders, leadership, and affected users.
• Monitor incident progress, remove roadblocks, and ensure accountability for resolution actions.
• Facilitate technical and management escalations when required.
• Ensure incident records are accurately documented in ITSM tools such as ServiceNow.
• Conduct post-incident reviews (PIRs) and Root Cause Analysis (RCA) meetings.
• Track corrective and preventive actions arising from major incidents.
• Analyze incident trends and recommend process improvements to reduce recurring incidents.
• Maintain and improve Major Incident Management procedures, playbooks, and communication templates.
• Support problem management activities and drive service reliability improvements.

Requirements & Tech Stack

• Strong understanding of ITIL Incident Management and Service Management practices.
• Experience managing critical production incidents in complex enterprise environments.
• Excellent stakeholder management and communication skills.
• Strong leadership, decision-making, and crisis management abilities.
• Ability to work under pressure and manage multiple priorities simultaneously.
• Knowledge of Cloud platforms (Azure, AWS, GCP), Networking, Infrastructure, and Enterprise Applications is preferred.
• Knowledge of monitoring & observability tools.
• Open to working in a 24x7 shift model, including rotational shifts, weekends, holidays, and on-call schedules as required.
• Should be able to understand KPIs like MTTR, SLA Compliance Rate, Quality of Stakeholder Communications.

Qualifications

• Candidate should have prior experience working as a Major Incident Manager.