Process Expert

Job Role: Incident Management

Work Location: Pune

Experience: 1+ years

Roles and responsibilities

The Major Incident Management 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.

Job Description:

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 troubles hooting 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.

Preferred Skills:

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

•              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.