Job Responsibilities:
- Managing the Incident Management Process.
- Strong communication skills demonstrated by facilitating high severity incidents technical bridge call.
- Responding to a reported service incident, identifying the team members required to attend the troubleshooting call and follow the Incident management process.
- Act as a primary point of contact for incident escalations, coordinating and directing resources to address critical incidents promptly.
- Ability to lead Crisis and Conflict management.
- Maintain SLA during the management of the incident.
- Capturing the lesson learned to help improve the incident response process.
- To make sure Critical incidents are addressed within SLA response and communication are sent out for such incidents in defined timeline.
- Performing audits on ticket quality and handling escalated cases.
- Provide information about incident analysis. Measure, monitor and work to drive down incident levels.
- Ensure that misdirected incidents are being managed properly in a timely manner.




- Establish robust relationships with internal and external stakeholders.
- During the Major incident you will be responsible for communicating relevant information to the correct stakeholders.
- Follow up on all major incidents and assure that root cause is being analyzed and resolved.
- Strategic improvement initiates, optimizing processes.
- Knowledge on industry's best practice framework, process and tool knowledge.

Minimum requirements (Education Qualification & Work Experience):
- 7-8 years of experience in Major Incident/Problem/ Change Management /IT operations management.
- Experience working with ITSM tools & processes in general and Service Now experience is bonuses.

Technical Skills:
- ITIL Certified Professional .

Key Competencies & Soft Skills:
- Excellent in English, both written and spoken.
- Good facilitating and coordination skills

📌 Major Incident Manager_ (Mumbai)
🏢 TalentOla
📍 Mumbai