Roles and Responsibilities :

- Real Time & continuous follow-up with global support teams for Critical incident resolution
- Manage and coordinate activities during overall ticket life cycle of a Major Incident
- Responsible for sending all Incident notifications/communications as per agreed process
- Chair bridge calls for effective coordination, incident resolution, service restoration
- Continuously follow-up with support & IT teams for relevant notification updates per SLA, and drive resolution
- Ensure that the Incident record is fully updated prior handing over to implementation team
- Follow the global Major Incident Management Process
- Ensure Incident Root cause analysis report is created immediately after resolution
- Drive continuous process and operational improvements, including identifying opportunities to leverage AI-driven automation to enhance incident detection, response efficiency, and resolution workflows

Job Requirements :

- 4+ years of real time and relevant ITIL based experience in an MNC
- Must be willing to work in US business hours
- ITIL Foundation certification is must, practitioner / intermediate is preferred.
- Experienced in handling Major incidents involving cross functional teams located at different geographies




- Exceptional communication (oral and written) skills are a must with understanding the Application requirement and infrastructure.
- Should be technically aware to handle situation effectively along with speedier and timely restoration of service and client communication.
- Hands-on experience with ITSM tools such as ServiceNow, Jira Service Management for incident logging, tracking and reporting
- Proven ability to manage stakeholder communication at all levels, including senior leadership and executive teams, during high-priority P1/P2 incidents
- Experience in contributing to and maintaining knowledge base articles, runbooks, and standard operating procedures to support faster incident resolution
- Demonstrated ownership of SLA/KPI adherence with ability to generate incident trend reports and present insights to drive continuous improvement

Nice to Have:

- Familiarity with cloud platforms (AWS, Azure, or GCP) and an understanding of cloud-based infrastructure in the context of incident response
- Prior experience managing Major Incidents within a SaaS or geospatial product workplace is a strong plus

📌 Incident Manager (India)
🏢 Eagleview
📍 India