Client Location: Mumbai (Malad or Thane)

Shift Pattern: Rotational Shift (6 days working)

Roles and Responsibilities :

- Incident Response & Coordination: Lead and coordinate resolution of Priority 1 and Priority 2 incidents across infrastructure and applications.
- Communication Management: Provide timely updates to stakeholders, including senior management, during major incidents.
- Root Cause Analysis: Facilitate post-incident reviews, document findings, and track corrective actions.
- Escalation Handling: Ensure proper escalation to Tier 2/3 teams and vendors when required.
- Service Restoration: Drive efforts to restore services quickly while balancing risk and compliance.
- Monitoring & Reporting: Track incident metrics (MTTR, incident volume, SLA compliance) and prepare dashboards/reports.
- Process Compliance: Ensure adherence to ITIL standards and internal governance policies.
- Collaboration: Work closely with Problem Management, Change Management, and Configuration teams to prevent recurrence.
- Audit Support:



Assist in audits and compliance reviews related to incident management.
- Manage major incidents from detection to resolution, ensuring minimal impact on business operations.
- Coordinate with cross-functional teams to identify root causes of incidents and implement corrective actions.
- Develop and maintain relationships with stakeholders to ensure effective communication during crisis situations.
- Analyze incident data to identify trends and areas for improvement in IT processes.

Job Requirements :

- 6-7 years of experience in major incident management or related field (e.g., problem management, change management).
- Solid understanding of ITIL framework, particularly in incident lifecycle processes.
- Proven track record of successfully managing complex technical issues involving multiple systems and stakeholders.

📌 Major Incident Manager (Mumbai)
🏢 Parseq Asia
📍 Mumbai