Bangalore, Karnataka

Job Summary

Role Summary

We are seeking an experienced Incident, Major Incident & Swarming Manager to lead the end-to-end Incident Management function for a global IT services environment. The role combines operational governance, major incident command, stakeholder communication, cross-functional collaboration, and swarming leadership to ensure rapid service restoration, solid SLA performance, reduced ticket ageing, and continuous service improvement.

Key Responsibilities

Incident Management

Own and govern the Incident Management process across all support towers.

Monitor incident queues, SLA compliance, backlog management, and ticket ageing.

Ensure timely triage, categorization, prioritization, assignment, and escalation of incidents.

Drive incident resolution through effective coordination with resolver groups.

Analyze incident trends and identify opportunities for service improvement.

Conduct operational reviews and governance meetings.

Ensure accuracy and quality of incident records within the ITSM platform.





Collaborate with Problem Management teams to eliminate recurring incidents.

Major Incident Management (P1/P2)

Act as the Single Point of Accountability for Priority 1 and Priority 2 incidents.

Validate, declare, and coordinate Major Incidents.

Lead war room and bridge calls involving technical teams, vendors, and business stakeholders.

Drive rapid restoration of critical business services.

Manage communication during major incidents, including executive and customer updates.

Coordinate technical recovery activities and escalation paths.

Lead post-incident reviews and Major Incident Reports (MIRs).

Track and govern Root Cause Analysis (RCA) completion and corrective actions.

Maintain Major Incident playbooks, procedures, and governance standards.

Swarming

Lead the Swarming function for complex, ageing, recurring, and escalated incidents.

Eliminate ticket bouncing and accelerate resolution times.

Drive ownershi

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