Critical Incident Management

Job Title : Major / Critical Incident Manager Experience : 6–8 years

Certification : ITIL V3 / V4 (Preferred)

The Major Incident Manager is responsible for overseeing and coordinating the resolution of high-priority incidents that have a significant impact on business operations. This role involves managing the entire incident lifecycle, ensuring timely engagement of resources, and maintaining clear communication with stakeholders. The individual will take ownership of major incident management, including handling P1 and P2 tickets, articulating issues effectively, understanding business impact, and initiating technical bridges to drive resolution. They will identify and bring the right technical experts onto the bridge, ensure the presence of the designated Major Incident Manager, and document all aspects of the incident, including technical impact and resolution steps. Regular communication with stakeholders during and after the incident is essential, along with tracking the issue to closure. The role also requires functioning as a Major Incident Manager during weekends or when managers are unavailable. Strong knowledge of ITIL processes is preferred, and the ability to coordinate cross-functional teams under pressure, communicate clearly with both technical and business audiences, and make quick decisions in a fast-paced environment is critical for success.

Qualifications

Candidates should have relevant 5 years of experience in incident management and a strong understanding of ITIL processes, with certification preferred. The role demands excellent communication skills, the ability to coordinate cross-functional teams under pressure, and the capability to make quick decisions in a fast-paced environment.