Critical Incident Manager is responsible for leading and coordinating the resolution of high-priority (P1/P2) incidents that impact business services. The role ensures rapid restoration of services, effective stakeholder communication, and adherence to SLA/KPI commitments, while driving continuous improvement in incident management processes.
Key Responsibilities
1. Incident Ownership & Resolution, 2. Command Center / War Room Leadership, 3. Stakeholder Communication, 4. Monitoring & Incident Detection
Skill Requirements
Core Technical / Functional Skills Solid Critical Incident / Major Incident Management experience ITIL process knowledge (Incident, Problem, Change) Experience with tools like: ServiceNow / ServiceHub Monitoring tools (SolarWinds, MoogSoft, etc.) Understanding of infrastructure (network,
servers, applications), Operational Skills SLA/KPI management and reporting Incident prioritization & escalation handling Command center / global operations experience Vendor and cross-team coordination, Additional (Good to Have) Experience in 24x7 support environments Knowledge of automation / AIOps tools Continuous improvement and process optimization mindset