Hiring Location- Chennai / Bangalore

Exp Range - 8 to 0

Job Purpose and primary objectives:

- Incident Response Management:

- Take full responsibility for managing and coordinating the response to major incidents to minimize the impact on business operations.
- Lead and direct all activities during the major incident, including engaging appropriate resources, ensuring effective communication, and maintaining a sense of urgency.
- Ensure root cause analysis (RCA) is conducted post-incident to identify the underlying cause and create an action plan to prevent recurrence.

2. Communication and Stakeholder Engagement:
- Serve as the primary point of contact for major incidents, providing clear, timely updates to key stakeholders, including executives, technical teams, and business users.
- Manage internal and external communication channels during incidents to keep everyone informed about progress, next steps, and resolutions.
- Conduct post-incident reviews and provide detailed incident reports to senior management.

3. Coordination and Collaboration:
- Facilitate cross-functional collaboration with support teams, service delivery teams, and third-party vendors to resolve incidents as quickly as possible.
- Coordinate with service desk teams to ensure the correct prioritization of incidents and escalation when needed.
- Ensure timely handover of incident resolution activities between teams and shifts.

4. Process Improvement:
- Drive continuous improvement by analyzing incident trends, identifying common issues,



and implementing preventive actions to reduce the frequency and impact of major incidents.
- Develop and maintain incident management processes, ensuring they align with ITIL best practices or other industry standards.
- Lead training and awareness programs for staff on incident management best practices.

5. Documentation and Reporting:
- Maintain accurate records of major incidents, including incident timelines, actions taken, and resolution details.
- Generate regular performance reports and key metrics (such as Mean Time to Resolve (MTTR)) for senior management.
- Ensure proper documentation for any changes implemented as part of incident resolution.

6. Incident Lifecycle Management:
- Ensure that major incidents are escalated to the appropriate levels within agreed timeframes.
- Manage the entire lifecycle of major incidents from identification, classification, resolution, and closure.
- Perform follow-up actions on incidents to ensure lessons learned are applied, and future incidents are mitigated or prevented.

Key responsibilities (please specify if the position is an individual one or part of a team):

- Align with Transition team and take over the BAU.
- Supervisory / Managerial responsibilities (please specify if the position will have persons reporting to it):
- - Other responsibilities – Budgets, targets, equipment etc (please specify):

Key Skills/Knowledge:

- 3-5 years of experience in IT Service Management or Incident Management roles.
- Experience with managing high-severity incidents in a fast-paced environment.
- Robust understanding of ITIL principles (certification preferred).

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