Major Incident ManagerRole OverviewThe Major Incident Manager is responsible for leading the end-to-end management of high-impact IT incidents, ensuring rapid restoration of critical business services while minimizing business disruption. The role requires strong leadership, communication, stakeholder management, and IT service management expertise.Key Responsibilities

- Lead and coordinate the response to Major Incidents (P1/P2) from identification through service restoration.

- Act as the central point of coordination between technical teams, application teams, infrastructure teams, vendors, business stakeholders, and management.

- Establish and manage Major Incident bridges/calls and ensure effective communication throughout the incident lifecycle.

- Assess incident impact, urgency, business risk, and priority.

- Drive technical teams toward timely resolution and ensure appropriate escalation when required.

- Provide regular and accurate incident updates to senior management and business stakeholders.

- Ensure adherence to defined SLA, OLA, and Major Incident Management processes.

- Coordinate internal and external support teams during critical incidents.

- Maintain clear incident timelines, actions, decisions, and communications.

- Ensure appropriate escalation to management, vendors, and resolver groups.

- Conduct Post-Incident Reviews (PIRs) and identify opportunities for improvement.

- Work with Problem Management teams to ensure recurring incidents are investigated and permanent corrective actions are identified.

- Track and report Major Incident KPIs, including MTTR, incident volume, SLA compliance, escalation effectiveness, and business impact.

- Identify process gaps and drive continuous improvement across Incident and IT Service Management processes.

- Maintain and improve Major Incident Management procedures, runbooks, communication templates, and escalation matrices.

- Support disaster recovery, business continuity, and crisis management activities where required.





- Ensure incidents are properly documented and closed with appropriate approvals and business validation.

Required Skills &

- Experience

- 2+ years of experience in IT Service Management / Incident Management, with significant experience handling Major Incidents.

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

- Proven experience managing high-severity incidents in large or complex IT environments.

- Excellent stakeholder and executive communication skills.

- Strong leadership and decision-making abilities, particularly under pressure.

- Experience coordinating cross-functional technical teams.

- Good understanding of infrastructure, applications, networks, cloud, databases, and enterprise IT environments.

- Experience with ITSM tools such as ServiceNow, BMC Remedy, Jira Service Management, or equivalent.

- Robust analytical, problem-solving, and organizational skills.

- Ability to work in a 24x7 support / on-call environment, if required.

Preferred Qualifications

- ITIL Foundation certification
- ITIL 4 preferred.

- Experience with ServiceNow or other enterprise ITSM platforms.

- Experience in Problem Management, Change Management, and Service Management.

- Experience working with global teams and third-party vendors.

- Experience in regulated or business-critical environments is an advantage.

Key Performance Indicators (KPIs)

- Major Incident MTTR (Mean Time to Restore).

- Percentage of incidents resolved within SLA.

- Number and frequency of recurring Major Incidents.

- Quality and timeliness of stakeholder communications.

- Effectiveness of escalation and coordination.

- Completion of Post-Incident Reviews within agreed timelines.

- Implementation of corrective and preventive actions.

- Customer/business satisfaction following Major Incidents.

Core Competencies

- Incident Leadership

- Crisis Management

- Stakeholder Management

- Communication &
- Escalation

- ITIL / ITSM

- Root Cause &

- Problem Management

- Decision Making

- Conflict Resolution

- Risk Management

- Continuous Service Improvement

📌 Major Incident Manager (Gurugram)
🏢 TP
📍 Gurugram