Dear All,

We are pleased to announce an exciting prospect for Major Incident Management with 2-3 years of experience.

Job Locations: Hyderabad

Experience: 2-3 Years

Role

Major Incident Management (MIM) Analyst / Coordinator

Role Overview

- Support end-to-end coordination, communication, and resolution of high-priority IT incidents.
- Work closely with technical teams, service owners, vendors, and stakeholders to ensure timely service restoration.
- Maintain accurate incident tracking and stakeholder communication during critical incidents.

Key Responsibilities
- Monitor, identify, and support management of major incidents based on business impact, urgency, and severity.
- Coordinate with infrastructure, application, service desk, resolver groups, and third-party vendors for incident resolution.
- Facilitate major incident bridge calls and ensure timely action tracking and accountability.
- Maintain accurate incident timelines, impact assessments, status updates, actions taken, and resolution details in ITSM tools.
- Communicate incident status, business impact, workarounds, and restoration updates to stakeholders.
- Escalate risks, delays, ownership gaps, and process deviations to senior incident managers or leadership.
- Support post-incident review (PIR) activities, lessons learned documentation, and root cause analysis (RCA) inputs.
- Ensure compliance with ITIL-based incident management processes, SLAs, escalation procedures, and communication standards.
- Identify recurring issues, process gaps, and improvement opportunities to reduce incident resolution time.

Required Experience
- 2-3 years of experience in:





- IT Operations

- Service Desk

- Production Support

- Infrastructure Support

- Application Support

- NOC (Network Operations Center)

- Incident Management
- Understanding of ITIL Incident Management concepts:

- Priority Classification

- Escalation Management

- SLA Management

- Service Restoration
- Hands-on experience with ITSM tools such as:

- ServiceNow

- BMC Remedy

- Jira Service Management

- Similar ticketing platforms
- Experience working with cross-functional technical teams in a fast-paced support environment.
- Exposure to Major Incident, Critical Incident, or High-Priority Escalation Management is preferred.

Required Technical Skills
- Major Incident Management
- ITIL Incident Management
- ITSM Tools (ServiceNow, Remedy, Jira Service Management)
- Incident Tracking & Reporting
- SLA Management
- Escalation Management
- Root Cause Analysis (RCA) Support
- Stakeholder Communication
- Service Restoration Coordination
- IT Operations & Support Processes

Soft Skills
- Excellent verbal and written communication skills.
- Strong coordination and follow-up abilities.
- Ability to provide concise updates during high-pressure situations.
- Strong analytical and problem-solving skills.
- Ability to remain calm,



organized, and focused during critical incidents.
- Strong documentation and reporting skills.
- Customer-focused mindset with a sense of urgency and ownership.
- Ability to collaborate effectively with cross-functional teams.

Technical Knowledge
- Basic understanding of:

- IT Infrastructure

- Enterprise Applications

- Cloud Services

- Networking Concepts

- Workplace Services

- Enterprise Support Models

Qualifications
- Bachelor's Degree or Diploma in:

- Information Technology

- Computer Science

- Engineering

- Related Technical Discipline
- ITIL Foundation Certification preferred.
- Exposure to ServiceNow, Monitoring Tools, Reporting Dashboards, and IT Operations processes is an advantage.

Work Expectations
- Willingness to work in rotational shifts.
- Availability for extended support windows and on-call support as required.
- Ability to support 24x7 major incident coverage with global teams.
- Maintain professionalism, accuracy, and urgency while interacting with technical teams, business users, and leadership stakeholders.

Career Growth Opportunities
- Major Incident Manager
- Problem Manager
- Service Delivery Coordinator
- IT Operations Lead
- IT Service Management (ITSM) Roles

Key Learning Exposure
- Critical Incident Handling
- Stakeholder Management
- Service Restoration Governance
- Root Cause Analysis Processes
- Continuous Service Improvement Practices
- ITIL-based Service Management Framework
- Interested candidates can share resumes to [email protected]

📌 Major Incident Management Analyst, 0-3 Years, Hyderabad Location
🏢 FORNAX TECHNOLOGY SERVICES PRIVATE
📍 Hyderabad