SME - Incident Management, ServiceNow

Experience: 6 to Not Available years

Location: Lucknow, India

Skills: ITIL, Major Incident Management, Problem Management, ITSM tools, ServiceNow, analytical skills, decision making

Job Summary
The Major Incident Manager (MIM) is responsible for end to end management of P1/P2 (critical) incidents, ensuring rapid service restoration while minimizing business impact. The role requires strong leadership, precise coordination across technical and business teams, and clear, executive level communication throughout the incident lifecycle.

Key Responsibilities
• Lead and govern Major Incident Management for high severity (P1/P2) incidents from detection to closure.
• Validate and classify incidents against the Major Incident criteria and initiate the Major Incident process.
• Establish and manage incident bridges, assemble cross functional resolution teams, and drive coordinated troubleshooting activities.
• Own stakeholder communication, providing timely, accurate updates to IT leadership, service owners, and business stakeholders during incidents.
• Track incident timelines, actions, and decisions ensuring accurate documentation in ITSM tools (e.g., ServiceNow).
• Drive service recovery decisions, including initiation of emergency changes and vendor escalations when required.
• Produce post incident documentation, including Whiteboard Chronology,



Incident Reports, and handover to Problem Management for RCA.
• Monitor incident trends and performance, recommending continuous improvement initiatives to enhance Incident Management effectiveness.
• Ensure SLA and KPI compliance and support regular operational reporting and dashboards.
Required Skills & Competencies
• Strong knowledge of ITIL, Major Incident, and Problem Management processes.
• Proven ability to lead under pressure in a 24x7 operations workplace.
• Excellent verbal and written communication, including executive level incident communication.
• Hands on experience with ITSM tools (ServiceNow preferred).
• Strong analytical and decision making skills with an operational mindset.
Qualifications & Experience
• Bachelor’s degree in IT, Computer Science, or related field.
• 6+ years of IT Service Management experience, with demonstrated exposure to Major Incident Management roles.
• ITIL Certification (Foundation or above) preferred.
• Experience working with global teams, vendors, and senior stakeholders.
Working Conditions
• 24x7 shift or on call rotation as part of enterprise operations.
• High visibility role with direct interaction with senior management and customers.
• Ability to manage multiple concurrent incidents in fast paced environments.

📌 SME Incident Management, ServiceNow (Lucknow)
🏢 HCL Technologies
📍 Lucknow