Job Description: ITSM Major Incident Management Lead

Job Title: ITSM Major Incident Management Lead

Department: IT Service Management (ITSM)

Location: Navi Mumbai

Job Type: Full-Time

Job Overview:

Looking for a dedicated and experienced Major Incident Management Lead to oversee the end-to-end management of major incidents. The ideal candidate will be responsible for leading the Major Incident Management (MIM) process, ensuring swift and effective resolution of critical incidents, minimizing business impact, and ensuring recovery within agreed SLAs. Candidate will work closely with cross-functional IT teams, business stakeholders, and senior leadership to manage high-priority incidents, provide leadership during crises, and drive continuous improvement in incident response procedures.

Key Responsibilities:

1. Major Incident Management Lead:
2. Incident Resolution, Communication & Escalation:

• Lead the Major Incident Management (MIM) process, ensuring efficient detection, classification, prioritization, and resolution of high-impact incidents.
• Act as the single point of escalation for major incidents, coordinating resolution efforts across all involved teams (e.g., IT Operations, Network, Security, Infrastructure, Applications, other teams).
• Manage critical incidents end-to-end, from initial detection to final resolution, ensuring that communication and resources are allocated appropriately.
• Maintain an awareness of ongoing incidents and potential major incidents, proactively identifying and mitigating risks before they escalate.
• Lead and facilitate Major Incident calls, ensuring that the appropriate technical teams are engaged and all necessary steps are taken to resolve the incident as quickly as possible.
• Provide regular, clear, and accurate communication to business stakeholders, senior management, and other relevant parties, including updates on impact, resolution progress, and expected resolution times.
• Coordinate the resolution efforts of cross-functional teams, ensuring all actions taken are in line with the overall business continuity goals.
• Ensure a structured approach to post-incident review (PIR) processes, identifying root causes, corrective actions, and preventive measures.
• Ensure proper escalation procedures are followed when incidents cannot be resolved within the expected timeframes or impact business-critical services.
• Lead efforts to ensure that the business and users are kept informed throughout the incident lifecycle, especially during high-impact or prolonged outages.
• Review and analyze incident data to identify trends, opportunities for process improvements, and recurring issues that may require longer-term solutions.
• Collaborate with the Problem Management and Change Management teams to identify root causes of major incidents and work to prevent recurrence.
• Continuously improve the MIM process by incorporating feedback from stakeholders, analyzing performance metrics, and implementing best practices.

1. Process Optimization & Continuous Improvement:

• Ensure that the Major Incident Management process remains aligned with ITIL best practices and integrates with other ITSM processes such as Incident, Problem, and Change Management.

1. Reporting/ Documentation, Training & Automation:

• Maintain accurate and detailed records of all major incidents, including timeline of events, impact assessments, and post-incident reviews.
• Produce regular reports for all stakeholders, highlighting major incident trends, root cause analyses, and opportunities for service improvements.
• Conduct regular coaching / training sessions for technical staff and MIM personnel to ensure familiarity with MIM processes, tools, and escalation paths.
• Drive the implementation of automation and AI-driven incident management capabilities to enhance the speed and efficiency of major incident resolution.

Required Skills and Qualifications:

• Education: Bachelor’s degree or equivalent
• Certifications: ITIL v3 or v4 Foundation certification preferred;
• Experience:
• Minimum of 15+ years of experience in IT Incident Management, with at least 2 years in a leadership or managerial role focused on Major Incident Management.
• Proven track record of managing critical incidents in a fast-paced, high-pressure environment.
• Experience with ITSM tool platforms and incident management workflows.
• Deep understanding of ITIL processes, specifically Incident Management, Major Incident Management, Problem Management, and Change Management.
• Skills:
• Strong leadership and decision-making skills, with a focus on driving resolution during major incidents.
• Exceptional communication and presentation skills, with the ability to clearly articulate complex issues to non-technical stakeholders.
• Excellent problem-solving and analytical abilities, with experience in incident resolution, root cause analysis, and process improvement.
• Strong organizational and time-management skills, with the ability to handle multiple high-priority incidents simultaneously.
• Ability to build relationships and work effectively with cross-functional teams.
• Ability to work under pressure, with a calm and structured approach during high-stress situations.
• Proactive and results-driven, with a commitment to continuous improvement.
• Strong collaborator with a customer-focused mindset.
• Excellent at problem-solving, with a hands-on approach to managing incidents.