Bangalore, Karnataka
Job Summary

Role Summary

We are seeking an experienced Incident, Major Incident & Swarming Manager to lead the end-to-end Incident Management function for a global IT services environment. The role combines operational governance, major incident command, stakeholder communication, cross-functional collaboration, and swarming leadership to ensure rapid service restoration, strong SLA performance, reduced ticket ageing, and continuous service improvement.

The successful candidate will serve as the central coordination point for operational incidents, major incidents, and collaborative swarming activities while driving accountability across support towers, vendors, and business stakeholders.

Key Responsibilities

Incident Management

Own and govern the Incident Management process across all support towers.
Monitor incident queues, SLA compliance, backlog management, and ticket ageing.
Ensure timely triage, categorization, prioritization, assignment, and escalation of incidents.
Drive incident resolution through effective coordination with resolver groups.
Analyze incident trends and identify opportunities for service improvement.
Conduct operational reviews and governance meetings.
Ensure accuracy and quality of incident records within the ITSM platform.
Collaborate with Problem Management teams to eliminate recurring incidents.

Major Incident Management (P1/P2)

Act as the Single Point of Accountability for Priority 1 and Priority 2 incidents.
Validate, declare, and coordinate Major Incidents.




Lead war room and bridge calls involving technical teams, vendors, and business stakeholders.
Drive rapid restoration of critical business services.
Manage communication during major incidents, including executive and customer updates.
Coordinate technical recovery activities and escalation paths.
Lead post-incident reviews and Major Incident Reports (MIRs).
Track and govern Root Cause Analysis (RCA) completion and corrective actions.
Maintain Major Incident playbooks, procedures, and governance standards.

Swarming

Lead the Swarming function for complex, ageing, recurring, and escalated incidents.
Facilitate cooperative troubleshooting sessions involving SMEs across infrastructure, applications, cloud, SAP, security, workplace, and third-party vendors.
Eliminate ticket bouncing and accelerate resolution times.
Drive ownership and accountability during swarming sessions.
Manage tickets approaching SLA breach thresholds.
Coordinate SME engagement and escalation management.
Drive knowledge sharing, documentation, and shift-left initiatives.
Maintain and govern the SME matrix and escalation framework.

Operational Governance





Publish daily, weekly, and monthly operational reports.

Monitor and improve:
SLA Compliance
MTTR (Mean Time to Resolve)
Major Incident Recovery Times
Backlog Reduction
Aged Ticket Performance
Ticket Bounce Rate
Swarming Effectiveness
Support Service Reviews, CAB meetings, Operational Reviews, and Executive Governance forums.
Identify continual service improvement opportunities and drive implementation.
Skill Requirements

Technical & Process Skills

ITIL Incident Management
Major Incident Management
Problem Management
ServiceNow / Remedy / Helix
SLA & KPI Governance
Operational Reporting & Analytics
Escalation Management
Risk & Issue Management
Knowledge Management

Leadership Skills

Crisis Management
Stakeholder Management
Executive Communication
Vendor Management
Cross-Functional Team Leadership
Facilitation & Conflict Resolution
Decision Making Under Pressure
Other Requirements

Desired Experience 2–4 years of IT Service Management experience. Minimum 1 years managing Major Incidents within a global enterprise environment. Experience supporting retail, manufacturing, logistics, SAP, cloud, infrastructure, workplace, or managed

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