Noida, Uttar Pradesh

Job Summary

Major Incident Manager (MIM) Role Summary The Major Incident Manager (MIM) is responsible for the end-to-end management of business-critical incidents, ensuring rapid service restoration while minimizing business impact. The role acts as the central coordination point between technical teams, vendors, business stakeholders and leadership during high-priority service disruptions. MIM drives incident governance, stakeholder communications, escalation management, service restoration and post-incident reviews. Key Responsibilities • Lead and coordinate Major Incidents from identification through service restoration. • Assess impact and urgency to determine Major Incident declaration. • Establish and manage war rooms, bridge calls and command-center activities. • Coordinate cross-functional resolver teams, vendors and stakeholders to drive resolution. • Ensure adherence to incident management processes, SLAs and escalation procedures. • Provide timely communications to business stakeholders, customers and leadership.



• Prepare and distribute incident notifications, progress updates and service restoration communications. • Manage executive escalations and maintain visibility of risks and mitigation actions. • Facilitate management bridge calls during critical service disruptions. • Drive prioritization of restoration activities to minimize business impact. • Remove operational blockers and facilitate decision-making during outages. • Ensure all technical teams remain aligned on recovery plans and timelines. • Monitor resolution progress and ensure accurate documentation of activities. • Lead Post Incident Reviews (PIRs) and coordinate Root Cause Analysis (RCA) activities. • Identify opportunities for service resilience and process improvement. • Produce incident governance reports, KPI dashboards and service review presentations. •

Key Responsibilities

Analyze trends related to major incidents, service availability and restoration per

📌 SeniorAdministrator - Critical Incident Management (Noida)
🏢 HCLTech
📍 Noida