Major Incident Manager

Job Role: Major Incident Manager

Job location: Chennai/Bangalore

BPO Band: BPO 2/3

Notice Period: Immediate to 60 days

CTC: max 10 LPA

Job Summary:

The Major Incident Manager is responsible for managing high-priority incidents from initiation through resolution, ensuring minimal disruption to business operations. This role coordinates response efforts across technical and business teams, provides timely communication to stakeholders, and leads post-incident reviews to drive continual improvement.

The Job Monitoring Analyst is responsible for proactively monitoring scheduled batch jobs and system processes to ensure smooth execution and timely completion. This role involves identifying and responding to job failures, escalating issues when necessary, and coordinating with support teams to minimize downtime and impact to business operations.

Key Responsibilities:

Major Incident Management

•              Lead and coordinate the resolution of major incidents (P1/P2) to ensure rapid restoration of services.

•              Act as the central point of contact and escalation during critical incidents.

•              Facilitate technical bridges and ensure all relevant teams are engaged and aligned.

•              Provide timely and clear communication updates to stakeholders, executives, and customers.

•              Document incident timelines and actions for audit and post-mortem reviews.

•              Drive root cause analysis and ensure corrective and preventive measures are identified and implemented.

•              Maintain the Major Incident Management process and ensure adherence to ITIL best practices.

•              Work closely with Problem, Change, and Service Management teams to improve overall service stability.

Job Monitoring

•              Monitor daily batch jobs and automated system processes using scheduling tools.

•              Respond to job failures, delays, or anomalies in real time.

•              Perform basic troubleshooting and first-level resolution or escalate to appropriate teams.

•              Maintain and follow job monitoring checklists and runbooks.

•              Coordinate with application support, infrastructure, and database teams for timely issue resolution.

•              Document incidents, actions taken, and provide reports on job performance trends.

•              Continuously improve monitoring processes and suggest automation where applicable.

•              Ensure adherence to SLAs and report any breaches or risks.

Qualifications & Experience:

•              Bachelor’s degree i n IT, Computer Science, or related field (or equivalent experience).

•              3+ years of experience in IT Service Management, with a focus on Incident Management.

•              ITIL Foundation Certification (preferred).

•              Strong understanding of infrastructure, networks, and application support.

•              Excellent communication, leadership, and decision-making skills.

•              Ability to work under pressure in a fast-paced, high-stakes environment.

•              Experience using ITSM tools like ServiceNow and ITSM tool

•              Good analytical and problem-solving skills.

•              Ability to work in shifts or 24x7 environments if required