Chennai, Tamil Nadu

Job Summary

Major Incident Manager (MIM)

Role Summary

The Major Incident Manager is responsible for managing high-impact IT incidents from detection through restoration and closure. The role coordinates technical teams, business stakeholders, vendors, and support groups to ensure timely service recovery, accurate communication, proper documentation, and adherence to ITSM and ITIL processes.

Key Responsibilities

Validate and confirm the priority of incidents proposed as Major Incidents, including P1, P2, and high-visibility P3 scenarios.

Lead major incident bridge calls, group chats, and war rooms to drive coordinated troubleshooting and rapid restoration.

Engage the right resolver groups, technical SMEs, vendors, service owners, and leadership stakeholders within agreed timelines.

Ensure regular and accurate updates are captured in the system of record, including work notes, timelines, actions, decisions, and recovery progress.

Publish timely stakeholder communications, including start, progress, impact, workaround, restoration, and closure updates.





Coordinate with Incident, Problem, Change, Service Desk, Monitoring, and Resolver teams to ensure end-to-end incident lifecycle governance.

Trigger Emergency Change and Problem Management processes where required and support Post-Incident Review and debrief sessions.

Maintain Major Incident reports, timelines, lessons learned, and action trackers for operational and leadership review.

Monitor SLA adherence, escalation timelines, resolver participation, and service restoration progress.

Identify recurring issues, process gaps, and improvement opportunities to reduce repeat incidents and improve service resilience.

Required Skills and Competencies

Strong understanding of ITSM and ITIL Incident, Problem, and Change Management processes.

Hands-on experience managing P1/P2 incidents in a 24x7 enterprise workplace.

Excellent communication, facilitation, and stakeholder management skills

📌 Subject Matter Expert (Chennai)
🏢 HCLTech
📍 Chennai