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 prospects to reduce incident resolution time.

📌 Major Incident Coordinator Hyderabad
🏢 CIEL HR
📍 Hyderabad