Major Incident Manager (Escalation Management Team)
Location: Hyderabad
Experience: 12+ years
Immediate joiners Preferred.
For Immediate response, Kindly share resume to
[email protected] with Sub of "MIM" along with notice period.
We are seeking a proactive and skilled Major Incident Manager to join our Escalation Management team. In this critical role, you will lead high-priority incident bridges to ensure rapid service restoration by coordinating with resolver groups and keeping stakeholders informed with timely updates. You will work closely with internal teams across SRE, Business Partners, R&D;, Services, Sales, and Support, as well as with customers, to drive resolution of critical technical issues and provide executive-level visibility into incident status and customer impact. This role requires availability during CST hours and includes shift work and/or on-call responsibilities to ensure 24/7 incident coverage and timely communication to leadership.
Serve as the first escalation point for the Event Management team and lead major incident bridges to ensure rapid service restoration.
Act as the single point of contact for complex, high-priority escalations across global teams.
Own and drive the end-to-end resolution of major incidents, including coordination with resolver groups and timely stakeholder communication.
Collaborate with cross-functional teams (R&D;, Product Management, Support, Sales, and Services) to troubleshoot issues and allocate appropriate resources.
Monitor incident progress and ensure alignment with resolution timelines and customer expectations.
Conduct Post-Incident Reviews, prepare customer facing summaries and internal incident reports to capture lessons learned and drive improvements.
Own and manage problems, ensuring timely updates, resolution, and closure.
Partner with Engineering, P&T;, and Process Owners to improve service stability and reduce incident recurrence.
Analyze escalation trends and risks, contributing to the
📌 Major Incident Manager (Hyderabad)
🏢 Genpact
📍 Hyderabad