Key Responsibilities:

- Manage and coordinate Major Incidents P1 P2 through their entire lifecycle until resolution
- Lead incident bridge calls and drive technical teams toward service restoration within agreed SLAs
- Assess incident impact severity and business priority to ensure appropriate escalation
- Coordinate cross functional teams including Infrastructure Network Application Security Cloud and Vendor support teams
- Provide clear and timely communications to business stakeholders leadership and affected users
- Monitor incident progress remove roadblocks and ensure accountability for resolution actions
- Facilitate technical and management escalations when required
- Ensure incident records are accurately documented in ITSM tools such as ServiceNow
- Conduct post incident reviews PIRs and Root Cause Analysis RCA meetings
- Track corrective and preventive actions arising from major incidents
- Analyze incident trends and recommend process improvements to reduce recurring incidents
- Maintain and improve Major Incident Management procedures playbooks and communication templates
- Support problem management activities and drive service reliability improvements
- Strong understanding of ITIL Incident Management and Service Management practices
- Experience managing critical production incidents in complex enterprise environments




- Excellent stakeholder management and communication skills
- Solid leadership decision making and crisis management abilities
- Note Candidate should have prior experience working as a Major Incident Manager
- Ability to work under pressure and manage multiple priorities simultaneously
- Knowledge of Cloud platforms Azure AWS GCP Networking Infrastructure and Enterprise Applications is preferred
- Knowledge of monitoring observability tools
- Open to working in a 24x7 shift model including rotational shifts weekends holidays and on call schedules as required to support critical business operations and major incidents
- Should be able to understand KPIs like MTTR SLA Compliance Rate Quality of Stakeholder Communications etc

Preferred Skills:

Foundational->Service Management->ITIL,Foundational->Service Management->Release, Control and Validation (RCV)->ITIL,Foundational->Service Management->Service Design,Foundational->Service Management->Foundation,Foundational->Service Management->Managing Across the Life-cycle (MALC)->ITIL,Technology->Architecture->Architecture - ITIL,Foundational->Service Management->Service Transition->ITIL,Foundational->IT User Management->Incident and Request Management

📌 CISAMRMFRE-ITIL- (Pune)
🏢 Infosys
📍 Pune