Role Purpose /n Lead 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. /n Key Responsibilities /n Incident Management /n /n

- Review and assess critical incidents and alerts.

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- Declare and manage Major Incidents (P1/P2 as applicable).

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- Establish and lead incident bridge calls/war rooms.

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- Coordinate cross-functional technical teams for rapid resolution.

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- Drive service restoration within agreed SLA targets.

/n /n Stakeholder Communication /n /n

- Act as the single point of contact during major incidents.

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- Provide timely updates to customers, business users, management, and leadership teams.

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- Ensure communication accuracy, frequency, and consistency throughout the incident lifecycle.

/n /n Governance & Compliance /n /n

- Ensure adherence to Major Incident Management processes.

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- Monitor SLA compliance and escalation timelines.

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- Validate emergency change requirements and approvals.

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- Maintain incident records and audit-ready documentation.

/n /n Post-Incident Activities /n /n

- Prepare Major Incident Reports (MIR).

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- Conduct Post Incident Reviews (PIR).

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- Drive Root Cause Analysis (RCA) with resolver teams.

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- Track corrective and preventive actions to closure.

/n /n Required Skills /n /n

- ITIL Incident Management

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- ITIL Problem Management

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- ITIL Change Management

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- Service Level Management

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- ServiceNow ITSM

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- Stakeholder Management

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- Crisis Communication

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- Leadership and Decision Making

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- Cross-functional Team Coordination

/n /n Qualifications /n /n

- Bachelor's degree in engineering, Computer Science, or related field.

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- ITIL Foundation/Intermediate certification preferred.

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- Experience in Incident, Problem, and Change Management processes.

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- Hands-on experience with ServiceNow or equivalent ITSM tools.

/n /n Experience Requirements /n 4+ years with leadership of enterprise-wide major incidents /n Key KPIs /n /n

- Major Incident SLA Compliance

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- Mean Time to Restore Service (MTRS)

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- Communication Timeliness & Accuracy

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- RCA Completion within SLA

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- Repeat Incident Reduction

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- Customer Satisfaction (CSAT) during Major Incidents

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- Emergency Change Success Rate

/n /n Email id to send CV /n [email protected] /n [email protected]

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