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.

📌 Major Incident Coordinator (Hyderabad)
🏢 CIEL HR
📍 Hyderabad