Role Description

Job Summary

We are seeking an experienced Major Incident Management Specialist (MIM) with 7+ years of experience in IT incident management to lead and coordinate the resolution of high-impact, business-critical incidents. The role requires solid leadership, stakeholder management, analytical thinking, and the ability to drive rapid incident resolution while minimizing business disruption. The successful candidate will be responsible for managing the complete major incident lifecycle, facilitating collaboration across technical teams, and driving continuous service improvement.

Key Responsibilities

- Lead the end-to-end management of major incidents, from identification through resolution and post-incident review.
- Coordinate incident response activities across IT operations, application support, infrastructure, and security teams.
- Facilitate major incident bridge calls and ensure effective communication among all stakeholders.
- Perform impact assessments and prioritize incidents based on business impact and urgency.
- Develop and drive incident resolution plans to ensure timely restoration of services.
- Escalate critical incidents to leadership teams and provide regular status updates throughout the incident lifecycle.
- Conduct post-incident reviews, document findings, and identify opportunities for process improvement.
- Maintain incident management documentation, including runbooks, playbooks, and knowledge articles.




- Partner with problem management and change management teams to reduce recurring incidents.
- Monitor adherence to SLAs and ensure compliance with established incident management processes.
- Mentor and support junior team members in major incident management practices.
- Drive continuous improvement initiatives to enhance incident response effectiveness and operational resilience.

Required Skills

Proficient

- MIM (Major Incident Management)

Experience

- 5+ years of experience in IT incident management, with a focus on major incidents.
- Proven experience leading and resolving complex, high-impact incidents in large-scale environments.
- Experience working with multiple stakeholders in fast-paced operational environments.

Preferred Qualifications

- Strong understanding of incident management processes, methodologies, and industry best practices.
- Excellent problem-solving, analytical, and troubleshooting abilities.
- Strong communication, coordination, and stakeholder management skills.
- Experience with ITSM tools for incident tracking and management.
- Familiarity with IT infrastructure, applications, and enterprise technology environments.

Certifications

- ITIL 4 Foundation or ITIL v3 Foundation.
- Certified Incident Manager (CIM) or Certified Incident Handling Engineer (CIHE).
- Certified Problem and Change Professional (CPCP).
- Relevant DevOps certifications are beneficial.

Skills MIM, ITIL

📌 Major Incident Management Specialist (MIM) (Bengaluru)
🏢 UST
📍 Bengaluru