Major Incident Management (Primary Focus):

- Serve as the Incident Commander for all Priority 1 and Priority 2 incidents affecting resort operations, guest-facing systems, and corporate platforms

- Lead real-time incident response calls, ensuring clear ownership, task assignment, escalation, and resolution tracking

- Ensure rapid restoration of services impacting:

- Property Management Systems (PMS)

- Point-of-Sale (POS)

- Reservations and booking platforms

- Mobile apps and guest experience technologies

- Network, Wi-Fi, and payment systems

- Establish and enforce global MIM standards, playbooks, and escalation paths across regions and time zones

- Act as the single point of accountability during major incidents, ensuring no gaps between technical teams and business leadership

Stakeholder &

- Executive Communication:

- Provide clear, concise, and timely communications to executive leadership, resort leadership, and operational teams during incidents

- Translate technical issues into business impact language relevant to guest experience and revenue

- Own executive-level incident updates, timelines, and post-incident summaries

- Partner closely with Resort Operations, Guest Services, Security, Finance, and Marketing teams during incidents

ITSM Process Ownership:

- Own and continuously improve the Major Incident Management process aligned to ITIL best practices

- Integrate MIM with related ITSM processes including:

- Incident Management

- Problem Management

- Change Enablement

- Event and Monitoring Management

- Ensure seamless integration between ServiceNow (or equivalent ITSM platform) and monitoring/alerting tools

- Define and manage incident priority models based on hospitality-specific business impact

Post-Incident Review &

- Continuous Improvement:

- Lead post-incident reviews (PIRs) and root cause analysis sessions





- Ensure corrective and preventive actions are documented, tracked, and delivered

- Identify recurring incident trends and partner with engineering and product teams to reduce repeat failures

- Drive measurable improvements in MTTR, incident frequency, and service availability

Global Operations &

- Vendor Management:

- Coordinate incident response across global regions, ensuring consistent execution regardless of location

- Manage escalations with strategic technology vendors and managed service providers

- Ensure vendors meet contractual SLAs during major incidents

- Support follow-the-sun operational models and on-call rotations

Governance, Metrics &

- Reporting:

- To fulfill this role successfully, the individual should possess the following qualifications, knowledge, skills, abilities, and experience:

- At least three years experience working in IT service management, or a similar role.

- Solid knowledge of IT service management software ServiceNow

- Experience working with IT systems and software such as SolarWinds, AppDynamics, Azure DevOps and DataDog

- Strong technical background to understand and address complex issues. This includes proficiency in relevant technologies, software, and systems used within the organization.

- Possess excellent problem-solving skills to analyze issues, identify root causes, and implement effective solutions promptly.

- Effective communication to convey complex technical information to both customers and internal teams clearly and concisely.

- Customer-centric approach for addressing customer concerns, managing expectations, and ensuring a positive customer experience even during escalations Mean Time to Restore (MTTR)

- Incident frequency and trends

- SLA adherence

- Customer and guest impact metrics

- Deliver regular reporting to IT and business leadership Support audits and compliance requirements related to service availability and operational resilience

📌 Major Incident Manager (Hyderabad)
🏢 Mouri Tech
📍 Hyderabad