Technical Lead-Cloud & Infra Engg

Area(s) of responsibility

Major Incident Manager – Job Description

• Incident Leadership: Oversee end-to-end management of major IT incidents (P1/P2) to ensure swift resolution and minimal disruption.
• Assessment & Escalation: Classify incidents by severity and impact to drive appropriate response and escalation.
• Central Coordination: Lead bridge calls, aligning technical teams, vendors, and stakeholders.
• Clear Communication: Deliver timely updates to executives, clients, and users throughout the incident lifecycle.
• Post-Incident Review: Conduct RCA and implement corrective actions to prevent recurrence.
• Process Optimization: Enhance incident response protocols, tools, and documentation.
• Collaboration: Partner with Problem, Change, and Continuity teams to strengthen service resilience.
• Team Development: Mentor junior staff and lead knowledge-sharing initiatives.
• Governance: Ensure compliance with ITIL and client-specific ITSM standards.
• Reporting: Create detailed Major Incident Reports (MIRs) with timelines and lessons learned.
• Knowledge Management: Document resolutions and workarounds for future reference.