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.
Robust 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 settings.
Robust leadership, decision-making, and conflict management skills.
Excellent coordination and stakeholder management ability

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