Major Incident Manager

? Location: DLF IT Park, Porur, Chennai (Work From Office – 5 Days)

? Experience: 7+ Years

? Employment Type: Full time

Job Summary

We are seeking a highly organized and communication-driven Major Incident Manager (L2) to lead critical IT incidents across enterprise environments. The role involves driving end-to-end Major Incident Management, ensuring rapid service restoration, minimizing business impact, and coordinating multiple technical teams during high-priority incidents.

Key Responsibilities

- Lead and manage P1/P2/Sev1 incidents through resolution and closure.
- Drive Major Incident bridge calls with technical teams, vendors, and stakeholders.
- Coordinate Infrastructure, Network, Cloud, Security, Application, and End User Computing teams.
- Act as the central escalation point during critical outages and service disruptions.
- Ensure SLA compliance and timely service restoration.
- Provide clear, timely, and business-focused communications to customers and leadership teams.
- Drive Root Cause Analysis (RCA), corrective actions, and continual service improvement initiatives.
- Maintain incident documentation, governance, and ITIL process compliance.




- Track and report key operational metrics including MTTR, SLA compliance, incident trends, and RCA completion.

Required Skills
- 7+ years of experience in Major Incident Management, Incident Management, or IT Operations.
- Strong understanding of ITIL Incident, Problem, and Change Management processes.
- Excellent stakeholder management, crisis management, and communication skills.
- Ability to lead bridge calls and coordinate multiple technical and vendor teams.
- Strong analytical, organizational, and decision-making capabilities.
- Experience working in 24x7 operational environments.

Technical Exposure
- Enterprise Infrastructure, Network, Cloud, and Application Support environments.
- Microsoft 365, Windows, Active Directory, and Identity Management.
- ITSM tools such as ServiceNow, BMC Remedy, Jira Service Management, or equivalent.
- Cloud platforms including Azure, AWS, or GCP.

Preferred Qualifications
- ITIL Foundation Certification.
- MSP (Managed Services Provider) experience.
- Experience handling enterprise-scale Major Incidents.

📌 Major Incident Manager (Chennai)
🏢 Sarbajira Software
📍 Chennai