Location: Hyderabad, India (Hybrid as per company policy)
Shift: Rotational Shift
Experience: 8+ Years in Major Incident Management

About the Role

We are looking for an experienced Major Incident Manager to lead the resolution of high-priority IT incidents and ensure rapid restoration of critical business services. If you thrive in high-pressure production environments and have strong ITIL knowledge, we'd love to hear from you.

Key Responsibilities

- Lead and manage Priority 1 (P1) and Priority 2 (P2) major incidents from detection through service restoration.
- Coordinate cross-functional teams including infrastructure, application, network, and engineering teams.
- Drive and facilitate technical bridge calls to ensure timely incident resolution.
- Provide clear, timely, and concise updates to business stakeholders and leadership.
- Ensure adherence to ITIL Major Incident Management processes and best practices.
- Capture incident details and coordinate seamless handover to the Problem Management team for Root Cause Analysis (RCA).
- Monitor incident progress and ensure minimal business impact through effective coordination and communication.





Mandatory Skills

- Major Incident Management
- ITIL Framework (ITIL v4 preferred)
- ServiceNow / Jira Service Management / Remedy
- P1/P2 Incident Handling
- Incident Bridge Call Management
- Stakeholder & Executive Communication
- Problem Management & RCA Coordination
- IT Operations / Production Support

Required Qualifications

- Minimum 8+ years of dedicated Major Incident Management experience in enterprise environments.
- Strong understanding of ITIL processes (ITIL v4 certification is an added advantage).
- Hands-on experience with ITSM tools such as ServiceNow, Jira Service Management, or Remedy.
- Excellent verbal and written communication skills.
- Ability to remain calm under pressure and lead multiple technical teams during critical production incidents.

Preferred Profile

- Experience working in 24x7 enterprise IT support environments.
- Robust leadership, decision-making, and conflict management skills.
- Excellent coordination and stakeholder management ability

📌 Major Incident Manager (Hyderabad)
🏢 Elabs Infotech
📍 Hyderabad