About the Role

We are seeking a highly motivated Major Incident Manager to join our 24x7 Operations team. In this role, you will lead the management of critical incidents, coordinate cross-functional technical teams, drive service restoration, and provide timely communication to stakeholders during high-impact outages.

ITIL Certification is Mandatory.

Key Responsibilities

- Own and manage major incidents from identification to service restoration.
- Lead incident bridge calls and coordinate resolver teams.
- Drive timely escalations and ensure rapid recovery of business-critical services.
- Provide regular updates to customers, stakeholders, and leadership teams.
- Facilitate post-incident reviews and track improvement actions.
Maintain accurate incident records and reporting within ITSM tools.

Required Skills





- 5+ years of Incident or Major Incident Management experience.
- Strong understanding of ITIL Incident Management processes.
- Experience managing critical incidents in enterprise environments.
- Excellent communication, stakeholder management, and leadership skills.
- Familiarity with ServiceNow and monitoring tools is preferred.
Ability to work in a rotational 24x7 shift setting.

What We're Looking For

- Calm and decisive under pressure.
- Strong problem-solving and coordination skills.
- Customer-focused with a sense of urgency.
- Ability to influence and collaborate across technical and business teams.

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