Major Incident Manager

Major Incident Management and NOC Operations Support role in a 24/7 production support environment, with onsite work from the office all days and flexible shifts based on business demands.

Responsibilities

Manage the end-to-end Incident Management lifecycle, ensuring alignment with ITIL standards and organizational processes; Coordinate with internal and external teams to investigate, troubleshoot, and resolve incidents efficiently; Lead and manage major incidents, ensuring timely resolution with minimal business impact; Facilitate and manage bridge calls, capturing key discussion points and driving action items; Ensure all incidents are resolved and closed within agreed SLAs, with proactive stakeholder communication; Capture incident timelines and prepare, review, and publish Root Cause Analysis (RCA) reports; Maintain high standards of service excellence by adhering to incident management best practices; Work in a 24/7 operational environment, adhering to shift schedules as required; Utilize service management and alerting tools to monitor, track, and manage incidents; Monitor infrastructure, application, cloud, and network health through enterprise monitoring tools; Investigate and coordinate responses to operational alerts and service-impacting events; Validate outages, assess business impact, and initiate escalation procedures; Support event management, monitoring optimization, and operational reporting; Support end-user issues related to applications and other services, including P3 and P4 incidents; Follow runbooks, maintain knowledge articles, and provide clear shift handovers

Requirements

3-5 years of experience in Major Incident Management, NOC Operations or IT Service Management within a 24/7 production support environment; Strong hands-on experience managing end-to-end Incident Management processes aligned with ITIL practices; ITIL 4 Foundation certification or higher is required; Proven experience in handling Major Incident Management (MIM) and leading bridge calls effectively; Experience working with service management tools such as ServiceNow (SNOW), JIRA, and alerting/monitoring tools; Experience monitoring, triaging, and escalating events and alerts using enterprise monitoring tools; Experience resolving or triaging P3/P4 incidents and end-user application issues; Working knowledge of infrastructure, cloud, and application support fundamentals; Strong coordination and stakeholder management skills across cross-functional teams; Ability to work under pressure in a high-availability environment and drive quick resolution; Experience in SLA management, ensuring incidents are resolved within agreed timelines; Strong documentation skills for incident reports, RCA, and communication updates; Excellent verbal and written communication skills; Bachelor's degree in computer science, Information Systems, Analytics, Engineering, or equivalent professional experience

Nice to have

Familiarity with problem management and change management processes; Exposure to automation or scripting for incident handling and reporting; Understanding of telephony, IVR, SIP, and contact center technologies

Benefits

Comprehensive benefits and opportunities