Job Description
Role Purpose
nLead the end-to-end Major Incident Management process to restore critical IT services as quickly as possible, minimize business impact, coordinate technical teams, and ensure effective communication with business and leadership stakeholders.
nKey Responsibilities
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nIncident Management
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- Review and assess critical incidents and alerts.n
- Declare and manage Major Incidents (P1/P2 as applicable).n
- Establish and lead incident bridge calls/war rooms.n
- Coordinate cross-functional technical teams for rapid resolution.n
- Drive service restoration within agreed SLA targets.n

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nStakeholder Communication
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- Act as the single point of contact during major incidents.n
- Provide timely updates to customers, business users, management, and leadership teams.n
- Ensure communication accuracy, frequency, and consistency throughout the incident lifecycle.n

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nGovernance & Compliance
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- Ensure adherence to Major Incident Management processes.n
- Monitor SLA compliance and escalation timelines.n




- Validate emergency change requirements and approvals.n
- Maintain incident records and audit-ready documentation.n

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nPost-Incident Activities
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- Prepare Major Incident Reports (MIR).n
- Conduct Post Incident Reviews (PIR).n
- Drive Root Cause Analysis (RCA) with resolver teams.n
- Track corrective and preventive actions to closure.n

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nRequired Skills
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- ITIL Incident Managementn
- ITIL Problem Managementn
- ITIL Change Managementn
- Service Level Managementn
- ServiceNow ITSMn
- Stakeholder Managementn
- Crisis Communicationn
- Leadership and Decision Makingn
- Cross-functional Team Coordinationn

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nQualifications
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- Bachelor’s degree in engineering, Computer Science, or related field.n
- ITIL Foundation/Intermediate certification preferred.n
- Experience in Incident, Problem, and Change Management processes.n
- Hands-on experience with ServiceNow or equivalen

📌 MIM Lead and Change Manager (Mumbai)
🏢 RENOVISION AUTOMATION SERVICES PVT.LTD
📍 Mumbai