Job Description

Role Overview

The Incident and Major Incident Process Manager is a leadership role responsible for the governance, execution, and continuous improvement of Incident and Major Incident Management processes across the organization. This role provides operational and people leadership to Incident and Major Incident Managers supporting global, 24/7 operations, ensuring continuous incident coverage and effective bridge execution during high-impact events, including peak business and high-volume seasons. Serving as the process owner for Incident and Major Incident Management, the role ensures alignment with ITIL best practices and business expectations while establishing standards and driving consistent process execution across teams. The role leads and coordinates a global incident management team based in Hyderabad, serves as the primary escalation authority during severe and business-critical incidents, and partners closely with Infrastructure, Operations, Security, Application, and ServiceNow teams to ensure effective incident resolution. Additionally,



the role identifies gaps, risks, and improvement opportunities across people, process, and tooling, governs adherence to incident procedures, leads and trains Major Incident Managers to ensure overall process maturity, and may be required to run or maintain incident bridges from home or off-site in the event of team or site unavailability.

Key Responsibilities
- Own and govern Incident and Major Incident Management processes end to end, ensuring consistency and compliance.
- Define, maintain, and enforce escalation models, bridge procedures, and communication standards.
- Ensure 24/7 coverage models, on-call rotations, and peak-season readiness are in place.
- Oversee and directly manage high-severity incident and major incident bridges as required.
- Ensure structured bridge facilitation, transparent accountability, and disciplined execution.
- Ensure timely, accurate communication via email, SMS, Microsof

📌 Associate Manager (Hyderabad)
🏢 Estuate Software
📍 Hyderabad