Location: PAN INDIA

Experience: 1–3 Years

About The Role

We are seeking a Major Incident Management Team Member to support the coordination, communication, and resolution of high-priority IT incidents. The role involves working with technical teams, service owners, vendors, and business stakeholders to restore services quickly while maintaining accurate incident tracking and clear communication throughout critical situations.

The role focuses on supporting the end-to-end management of major and high-priority incidents, including incident identification, impact assessment, escalation, coordination, and service restoration. The candidate will facilitate incident bridge calls, coordinate resolver groups, and track actions through to resolution.

The position requires maintaining accurate incident records, timelines, status updates, business impact details, and resolution information in ITSM tools. The team member will also support post-incident reviews, root cause analysis inputs, lessons learned, and continuous improvement initiatives.

The candidate will work in an ITIL-based service management workplace and is expected to meet SLA, escalation, and communication requirements. The role may involve rotational shifts, extended support windows, and 24x7 major incident coverage in coordination with global teams.

Key Responsibilities

- Monitor and support the management of major and high-priority IT incidents based on impact and urgency.
- Coordinate with service desk, infrastructure, application, resolver, and third-party vendor teams to drive timely resolution.
- Facilitate incident bridge calls, track actions, capture updates, and maintain accountability.
- Maintain accurate incident timelines, status updates, impact details, and resolution information in ITSM tools.
- Provide clear and timely communication to stakeholders regarding incident status, business impact, workarounds, and service restoration.
- Escalate risks, delays,



ownership gaps, and process deviations to senior incident managers or service management leadership.
- Support post-incident reviews, lessons learned, and root cause analysis activities.
- Identify recurring issues and process gaps and contribute to improvements that reduce incident resolution time.

Required Skills

- Major Incident / IT Incident Management
- ITIL incident management concepts
- Priority classification, escalation, SLA management, and service restoration
- ITSM tools such as ServiceNow, BMC Remedy, or Jira Service Management
- Service desk, IT operations, production, infrastructure, application support, or NOC experience
- Basic understanding of IT infrastructure, applications, cloud services, networks, workplace services, and enterprise support models
- Strong verbal and written communication
- Incident coordination, follow-up, and stakeholder management
- Analytical and problem-solving skills
- Incident documentation and reporting
- Ability to remain calm and organized during critical incidents

Preferred / Good To Have

- Exposure to major incident, critical incident, or high-priority escalation handling
- ITIL Foundation certification
- ServiceNow exposure
- Monitoring tools, reporting dashboards, or IT operations experience

Mandatory Skills
- Service Desk

Candidate Profile The ideal candidate should have 2–3 years of experience in IT operations, service desk, production support, infrastructure support, application support, NOC, or incident management. A bachelor's degree or diploma in Information Technology, Computer Science, Engineering, or a related discipline is expected, along with strong communication, coordination, documentation, and problem-solving abilities.

Benefits Package

- Competitive salary and benefits package
- Opportunities for professional growth and development
- A collaborative and inclusive work environment
- The prospect to work on exciting and challenging projects with leading clients

📌 Contractor – Major Incident Management Team Member (Coimbatore)
🏢 Vivantify Technology Solutions India
📍 Coimbatore