Title: MIM - Major Incident Manager

Experience: 4+ Years

Location: Delhi

:

4-6 years APAC and UK shift(no night shift)

- Act as the Incident Commander for all Major / Critical (P1 / SEV-1) incidents across enterprise IT services.
- Lead end-to-end Major Incident lifecycle from detection, declaration, triage, stabilization to service restoration and closure.
- Manage and coordinate war rooms and bridge calls involving infrastructure, application, network, security, and vendor teams.
- Own incidents impacting Data Center technologies including servers, storage, networks, virtualization, backup, and DR.

5.

Lead Major

Incidents impacting public, private, and hybrid cloud platforms (AWS, Azure, GCP).

- Quickly assess business and customer impact of outages and prioritize recovery actions accordingly.
- Provide transparent, concise, and regular incident communications to senior leadership and business stakeholders.




- Ensure strict adherence to ITIL-based Incident and Change Management processes.

9.

Drive Root Cause

Analysis (RCA) and Post-Incident Reviews (PIR) for all Major Incidents.

- Track and govern corrective and preventive actions to prevent recurrence of critical incidents.
- Collaborate with Problem, Change, and Availability Management teams to improve service resilience.
- Use ITSM tools such as ServiceNow, BMC Remedy, or Jira Service Management for incident tracking and reporting.
- Identify recurring patterns, systemic risks, and single points of failure across Data Center and Cloud environments.
- Maintain and improve Major Incident runbooks, escalation models, and communication templates.
- Demonstrate calm leadership, strong decision-making, and ownership during high-pressure situations.
- ITIL certification is a must

📌 MIM - Major Incident Manager (Delhi)
🏢 NR Consulting
📍 Delhi