We are hiring an experienced Incident Manager to lead Major Incident Management for business-critical systems operating in a 24/7 enterprise environment. The role focuses on rapid service restoration, stakeholder communication, and continuous reduction of recurring incidents.

Key Responsibilities

• Lead and control high-severity / Major Incidents end to end

• Manage incident bridges and coordinate multi-team resolution efforts

• Ensure adherence to ITIL Major Incident Management processes

• Drive Root Cause Analysis (RCA) and post-incident reviews

• Perform incident trend analysis and reduce repeat incidents

• Maintain Known Error Database (KEDB)

• Provide clear, concise updates to senior stakeholders

• Ensure incidents are resolved within SLA targets

Core Skills & Experience

• Strong ITIL-based Major Incident Management experience

• Proven ability to manage high-pressure, business-critical incidents

• Experience in enterprise / global IT operations

• Excellent command, coordination, and stakeholder communication skills

• Hands-on experience with ITSM tools such as ServiceNow, BMC Remedy, or Jira Service Management

• Strong RCA, problem identification, and continuous improvement mindset

Qualifications

• ITIL 4 Foundation (mandatory)

• 5+ years’ experience in IT Service Operations / Incident Management
  
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