Job Summary

Major Incident Manager Role Summary
The Major Incident Manager is responsible for governing and coordinating the end-to-end Major Incident Management (MIM) process for high-severity incidents that significantly impact business operations. The role ensures rapid service restoration through structured stakeholder engagement, real-time incident governance, decision oversight, and adherence to established operational processes. The Major Incident Manager provides 24x7 lifecycle control, coordinates cross-functional teams, drives effective communication, and leads post-incident reviews to improve service resilience and prevent recurrence.

Key Responsibilities1. Major Incident Governance & Lifecycle Management

- Drive the end-to-end Major Incident lifecycle in accordance with defined processes and operating frameworks.
- Validate incident severity, progression, escalation paths, and closure readiness.
- Ensure structured execution across all phases of the incident lifecycle.
- Govern incident timelines, SLA compliance, and restoration objectives.
- Maintain process adherence and operational governance throughout incident resolution.

2. 24x7 Incident Coordination & Service Restoration

- Monitor, triage, and manage high-severity incidents on a 24x7 basis.
- Mobilize and coordinate technical, operational, and business teams during critical incidents.
- Conduct and manage incident bridge calls to facilitate rapid resolution.
- Drive structured escalation management and controlled decision-making.
- Ensure timely restoration of services while minimizing business impact.

3. Stakeholder Communication & Governance

- Coordinate engagement with all relevant stakeholders throughout the incident lifecycle.
- Deliver accurate, timely, and consistent status communications.
- Manage executive, customer,



and operational communications during major incidents.
- Publish incident reports, updates, and resolution summaries.
- Ensure communication standards and governance requirements are consistently followed.

4. Resolution Oversight & Decision Management

- Review and validate workaround and resolution strategies.
- Ensure resolution actions align with operational, business, and risk management requirements.
- Facilitate collaboration between cross-functional teams to remove blockers and accelerate recovery.
- Provide governance and oversight for critical decisions during incident management activities.
- Track and govern action plans until service restoration is achieved.

5. Shift Handover & Operational Continuity

- Conduct structured shift handovers to maintain 24x7 incident management continuity.
- Ensure comprehensive briefing on:
- Incident status and current severity
- Business impact assessment
- Actions completed and ongoing activities
- Workaround and resolution progress
- Pending tasks and next steps
- Risks, dependencies, and escalation points

- Ensure explicit ownership transfer and accountability for all open actions.
- Validate handover completeness through standardized templates, incident logs, and bridge notes.
- Perform handover reviews to confirm understanding of priorities, action plans, and communication cadence.

6. Post-Incident Review & Continuous Improvement





- Lead and govern Major Incident Reviews (MIR) and Post-Incident Reviews (PIR).
- Analyze incident trends, Root Cause Analysis (RCA) findings, and SLA performance.
- Identify corrective and preventive improvement opportunities.
- Track implementation of improvement actions through closure.
- Drive continuous improvement initiatives to enhance service stability and operational resilience.

Key Deliverables

- Major Incident governance and lifecycle management.
- High-severity incident coordination and service restoration.
- Executive and stakeholder communication management.
- Incident bridge management and escalation coordination.
- Shift handover governance and operational continuity.
- MIR/PIR facilitation and follow-up actions.
- SLA compliance reporting and service improvement recommendations.

Skill RequirementsRequired Skills & Competencies

- Strong Major Incident Management and IT Service Management (ITSM) expertise.
- Knowledge of ITIL Incident and Major Incident Management processes.
- Excellent stakeholder management and communication skills.
- Robust crisis management and decision-making abilities.
- Experience coordinating cross-functional technical teams.
- Ability to manage high-pressure situations and critical business-impacting incidents.
- Strong analytical, governance, and reporting capabilities.
- Experience conducting post-incident reviews and driving continuous improvement initiatives.

Operating Model

- 24x7 operational support model.
- Structured shift handovers with formal governance checkpoints.
- Continuous stakeholder engagement throughout incident resolution.
- End-to-end oversight from incident initiation through closure and post-incident review.

Other Requirements

📌 Sr Technical Lead (Support & Operations) (India)
🏢 HCL Technologies
📍 India