Major Incident Manager

Walking Drive : 21-Feb-26

Bangalore, Brigade Bhuwalka

Job Description:

Major Incident Manager will perform ITIL aligned Major Incident Management and will assist Service Managers, Technical Support teams, Clients and Third Parties delivering Major Incident Management services.

Technical Responsibilities:

As a Major Incident Manager, your responsibilities will include:

Managing Major Incidents, ensuring that they are logged, progressed, updated, authorised, expedited and resolved within the scope of the Service Level Agreement

- Using MIM experience to pro-actively support the management of High Severity Incidents (P1 and P2)

- Owneing the Major incident and driving it efficently on both Bridge call and Chat.

- Issuing communications during the progress of a Major Incident

- Identifying appropriate timelines and targets for recovery actions, feedback and communications

- Assessing and Agreeing Business Impact and Incident Severity Level.

- Ensuring that appropriate internal escalation occurs

- Ensuring that appropriate third party escalation occurs

- Assessing the need for appropriate handover of responsibilities to maintain optimum performance of the recovery team over an extended duration

- Highlighting risks and issues in actions identified during any Major Incident

- Evaluating recovery actions to ensure that a recovery plan exists or is being actively produced

- Suggesting workarounds and methods of speeding up the recovery of an incident

- Continually reviewing engagement within the recovery and identify any additional support teams, individuals or third parties who could add value or those that can be stood down

Maintaining the Major Incident Management process

- Reviewing and updating process documentation

- Ensuring that key support information such as emergency contact lists is kept up to date

Relevant Years of Experience Required

8-Jun

Must Have Technical Qualifications:

NA

Must Have Business Qualifications:

Good to Have Qualifications:

We expect you to possess:

Ability to interpret and present Incident Data

Knowledge of the ITIL Change, Problem and Incident Management processes

ITIL V3 Intermediate / Expert or equivalent experience

Willingness to operate at all levels within the support structure

Flexibility regarding working hours - 24x7 shift cover

Knowledge of Data Centres and Service Management as well as technologies prevalent in Data Centres, including x86, UNIX, AS400, HP non-STOP, Mainframe

Understanding of infrastructures and network topologies (advantage)