Job Title: Major Incident Manager Specialist

Req ID: 61090

Job Function: Engineering

Posting Start Date: 10/09/2026

Posting End Date: 17/09/2026

Division: BT International

Job Location: DLF IT Park 2

Advertised Salary: competitive

Recruiter: Aparajita

Hiring Manager: Shahnawaz Salam

Level:D

Major Incident Manager Specialist: 61090

About the role:

The Major Incident Manager plays a pivotal role within International Managed Services (IMS), acting as a critical safeguard for the organization’s most important customer contracts and services. Operating as part of a highly experienced team, this role ensures that major incidents are responded to swiftly, effectively, and with the right level of control to minimize business disruption.

Incidents within the IMS estate can have global impact, attracting attention not only internally but also externally—from the media, public sector bodies, and major corporate customers. In such high-profile situations, the Major Incident Manager serves as the central point of coordination, ensuring that technical teams, vendors,



and stakeholders are aligned and focused on rapid service restoration.

This role is essential in maintaining trust at the highest levels, requiring direct engagement with senior stakeholders both within the organization and across customer leadership teams. Through explicit communication, decisive leadership, and expert knowledge of processes and services, the Major Incident Manager helps protect the organization’s reputation during critical moments.

As the final line of defence for International Managed Services, the role carries significant commercial responsibility. It directly influences customer satisfaction, contract retention, and key performance metrics such as Net Promoter Score (NPS). By ensuring effective incident resolution and driving continuous improvement, the Major Incident Manager not only mitigates immediate risks but also strengthens long-term service resilience and customer confidence

📌 Major Incident Manager Specialist (Kolkata)
🏢 BT Group
📍 Kolkata