Job Description – Major Incident Manager

Position Summary

The Major Incident Manager is responsible for managing and coordinating the end-to-end Major Incident Management process to ensure critical incidents are resolved quickly with minimum business impact. The role leads cross-functional technical teams, manages stakeholder communication, drives service restoration, and ensures post-incident actions are completed.

Key Responsibilities
- Own and govern the end-to-end Major Incident Management process.
- Identify, assess, declare, and coordinate major incidents based on defined criteria.
- Lead major incident bridges and coordinate cross-functional technical teams and suppliers.
- Drive timely service restoration and ensure appropriate escalation of critical issues.
- Manage communication with business stakeholders, customers, senior leadership, and technical teams.
- Ensure regular and accurate incident status updates are provided until service restoration.
- Coordinate with Incident, Problem, Change, and technical teams to resolve major incidents.




- Facilitate technical reviews and ensure clear ownership and action tracking.
- Conduct Post-Incident Reviews and ensure Root Cause Analysis and corrective actions are initiated.
- Track recurring major incidents and drive process improvements to prevent recurrence.
- Maintain major incident records, documentation, timelines, and communication logs.
- Support governance, reporting, audit, and continual service improvement activities.
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- Required Skills & Experience
- 10+ years of overall experience in IT Operations or IT Service Management.
- 7+ years of experience in Major Incident Management.
- Robust experience in Major Incident Management, Incident Management, or IT Operations.
- Experience managing critical incidents in complex, multi-tower environments.
- Strong stakeholder management, communication, and escalation management skills.
- Ability to coordinate multiple technical teams and suppliers under pressure

📌 Major Incident Manager (India)
🏢 CosMicIT
📍 India