- 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.

- Solid understanding of ITIL Incident Management and Service Management practices.

- Experience managing critical production incidents in complex enterprise environments.

- Excellent stakeholder management and communication skills.

- Strong 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

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