? Role Overview The MIM Analyst / Coordinator will support the end-to-end coordination, communication and resolution of high-priority IT incidents.
The role involves working closely with technical teams, service owners, vendors and business stakeholders to ensure timely service restoration and accurate incident communication.
? Key Responsibilities
Monitor and support management of Major / Critical Incidents
Coordinate with Infrastructure, Application, Service Desk, Resolver Groups and vendors
Facilitate Major Incident Bridge Calls
Track actions, owners, timelines and resolution activities
Maintain accurate incident records, impact assessments and status updates
Communicate business impact, workarounds and restoration updates
Manage escalations related to delays, risks and ownership gaps
Support Post-Incident Reviews (PIR)
Provide inputs for Root Cause Analysis (RCA)
Follow ITIL Incident Management processes and SLA requirements
Identify recurring incidents, process gaps and improvement opportunities
? Required Skills
Major Incident Management | ITIL Incident Management | Incident Management | ServiceNow | BMC Remedy | Jira Service Management | SLA Management | Escalation Management | Incident Tracking | RCA | Stakeholder Communication | Service Restoration | IT Operations | Production Support
?️ Technical Knowledge
Basic understanding of
IT Infrastructure
Enterprise Applications
Cloud Services
Networking
Workplace Services
Enterprise Support Models
IT Operations Processes
? Candidate Profile
Candidates with experience in any of the following areas are relevant:
IT Operations
Service Desk
Production Support
Infrastructure Support
Application Support
NOC
Incident Management
Exposure to Major Incident / Critical Incident / High-Priority Escalation Management will be an advantage.
? Key Soft Skills
Strong verbal and written communication
Excellent coordination and follow-up
Ability to provide concise updates during critical incidents
Strong analytical and problem-solving skills
Ability to work calmly under pressure
Strong documentation and reporting skills
Customer-focused approach
Robust ownership and collaboration
? Work Expectations
Willingness to work in rotational shifts
Support 24x7 major incident coverage
Extended support/on-call support may be required
Ability to work with global technical and business teams
? Career Growth
This role provides exposure to:
Major Incident Manager | Problem Manager | Service Delivery Coordinator | IT Operations Lead | ITSM Roles
? Key Learning Exposure
Critical Incident Handling | Stakeholder Management | Service Restoration Governance | RCA Processes | Continuous Service Improvement | ITIL Service Management
? Interested candidates can share their updated CV along with