About this role
About the Role We are seeking a highly motivated Major Incident Manager to join our 24x7 Operations team. In this role, you will lead the management of critical incidents, coordinate cross-functional technical teams, drive service restoration, and provide timely communication to stakeholders during high-impact outages.
ITIL Certification is Mandatory. Key Responsibilities
• Own and manage major incidents from identification to service restoration. • Lead incident bridge calls and coordinate resolver teams. • Drive timely escalations and ensure rapid recovery of business-critical services. • Provide regular updates to customers, stakeholders, and leadership teams. • Facilitate post-incident reviews and track improvement actions. • Maintain accurate incident records and reporting within ITSM tools. Required Skills
• 5+ years of Incident or Major Incident Management experience. • Strong understanding of ITIL Incident Management processes. • Experience managing critical incidents in enterprise environments. • Excellent communication, stakeholder management, and leadership skills. • Familiarity with ServiceNow and monitoring tools is preferred. • Ability to work in a rotational 24x7 shift environment. What We're Looking For
• Calm and decisive under pressure. • Strong problem-solving and coordination skills. • Customer-focused with a sense of urgency. • Ability to influence and collaborate across technical and business teams.