Role & responsibilities

- Lead the Major Incident Management process from identification through resolution and post-incident review.

- Quickly assess, classify, and prioritize incidents based on business impact and severity.

- Facilitate and drive major incident bridge calls involving cross-functional technical and business teams.

- Coordinate internal support teams, vendors, and stakeholders to restore services within agreed timelines.

- Provide regular and accurate updates to senior leadership, business stakeholders, and impacted teams.

- Prepare and publish high-quality incident communications with clear business impact and resolution status.

- Escalate incidents appropriately to leadership, support teams, or external vendors when required.

- Maintain complete incident records including timelines, actions, communications, and recovery activities.

- Ensure all incidents are managed in accordance with ITIL and organizational incident management processes.

- Conduct post-incident reviews, root cause analysis,



and lessons-learned sessions.

- Identify recurring issues and drive process improvements to reduce future incidents.

- Develop, maintain, and improve Major Incident Management procedures, playbooks, and governance standards.

- Provide coaching and guidance to operational teams on major incident processes and best practices.

Preferred candidate profile

- 10+ years of experience in IT Operations, Production Support, Service Management, or Incident Management.

- Proven experience handling Priority 1 (P1) and Severity 1 incidents.

- Demonstrated ability to lead major incident bridge calls involving multiple support groups.

- Excellent verbal and written communication skills.

- Ability to work in a high-pressure, fast-paced workplace.

- Strong analytical and problem-solving capabilities.

- Experience working with global stakeholders and distributed support teams.

📌 Major Incident Manager (Kochi)
🏢 Tech Mahindra
📍 Kochi