Critical & Major Incident Management

Key Responsibilities

• Act as the primary incident commander, driving restoration efforts, coordinating with technical SMEs, infrastructure teams, application owners, and vendors.
• Ensure adherence to ITIL Incident, Problem, and Change Management processes.
• Facilitate real-time bridge calls, manage escalation paths, and engage leadership for high-impact incidents.
• Maintain clear, concise, and accurate incident communication, including executive summaries, RCA drafts, and status updates.
• Conduct post-incident reviews (PIR), identify root causes, and ensure actionable follow-ups with engineering, operations, and service teams.
• Develop and enhance incident management frameworks, playbooks, and response procedures.
• Monitor incident trends, track SLA performance, and drive continuous improvement initiatives to reduce incident volume and recovery time.
• Coordinate with Problem Management to ensure permanent fixes, preventive measures, and long-term stability.
• Work with global teams across time zones, ensuring 24 / 7 support readiness when required.
• Train, mentor, and guide junior incident managers and operations teams.
• Present incident trends, dashboards, and risk updates to leadership and stakeholders.

Required Skills & Experience

Skills : major incident management,itil,critical incident

Skills Required

Databases, Networks, Applications, Cloud, Security, Itil, Major Incident Management, Infrastructure, Critical Incident Management