Major Incident Manager

About the Role

Drive rapid incident response by initiating and managing MIM bridges. Ensure severity assessment, impact validation, and proper incident categorization. Coordinate with L2/L3 engineers, vendors, and crossfunctional teams until resolution.

Responsibilities

• RealTime Communication & Stakeholder Updates
• Provide concise, timebound updates using globally accepted communication cadence (e.g., every 15/30/60 minute depending on severity).
• Maintain transparency and accuracy in all business and leadership updates.
• Act as the single point of contact during outages.
• Incident Lifecycle Management
• Maintain complete incident documentation: timeline, impact, actions, and restoration steps.
• Ensure adherence to global SLAs and incident response KPIs (MTTA, MTTR).
• Ensure prompt escalations (technical, managerial, and vendor-level) based on impact.
• PostIncident Review (PIR) & RCA Governance
• Conduct structured PIR meetings using global templates and standards.
• Ensure proper RCA documentation using industry practices like 5 Whys / Fishbone.
• Track and close corrective and preventive actions with accountable teams.
• Identify trends and contribute to Problem Management.
• Process Governance & Continuous Improvement
• Ensure strict adherence to global MIM policies, escalation matrix, and communication standards.
• Refine the MIM process based on recurring patterns and enterprise best practices.
• Train teams on MIM process readiness, bridge etiquette, and communication protocols.

Qualifications

• 610 years of experience in IT operations with 3+ years of experience in MIM.
• Strong understanding of the ITIL framework (ITIL certification preferred).
• Experience in enterprise-scale operations, command centers, or global service environments.

Required Skills

• Strong leadership in high-pressure situations.
• Excellent communication and stakeholder handling.
• Ability to coordinate across Infrastructure, Network, Cloud, and Application teams.
• ITSM tool expertise (ServiceNow, Remedy, etc.).
• Strong analytical and decision-making skills.
• Data Microsoft O365 Suite.

Preferred Skills

• Calm, structured, and composed during outages.
• High ownership, accountability, and urgency.
• Customercentric and solutionoriented approach.

Equal Opportunity Statement

We are committed to diversity and inclusivity.

Regards,

Chetan Gurudev

chetan.gurudev@sagility.com