Key Skills: Incident, ITIL, Incident Management, RCA, Operational KPIs
Roles and Responsibilities:
Own and manage Major Incident and Problem Management processes in line with ITIL practices.
Perform impact analysis and qualify Major Incidents; act as the Major Incident Manager for end-to-end coordination and communication.
Lead the Major Incident Management (MIM) bridge and drive incidents toward the quickest possible resolution.
Provide periodic updates to stakeholders during major incidents and ensure process governance and SLA compliance.
Conduct Major Incident Reviews (MIR) and perform Root Cause Analysis (RCA), including 5 Whys, to drive problem management and prevention.
Skills Required:
4 - 8 years of relevant experience in Major Incident/Problem Management or IT Service Management.
Solid understanding of ITIL-based incident and problem processes.
Incident Management
Incident management and Major Incident handling
Root Cause Analysis (RCA) for Major Incident Reviews
Good to Have:
Operational KPIs
Education: Bachelor's Degree in related field

📌 Major Incident (Mumbai)
🏢 MyCareernet
📍 Mumbai