- Lead Major Incident Management from incident declaration through service restoration, stabilization, closure, and operational handoff.
- Take complete command and control of P1/P2 incident bridges and ensure effective coordination.
- Set clear objectives, priorities, timelines, and next actions during major incidents.
- Assess business impact and urgency and ensure the correct incident priority is assigned.
- Coordinate application, infrastructure, network, security, middleware, vendor, and business teams during critical incidents.
- Ensure the right technical resources and decision-makers are engaged for faster resolution.
- Escalate delays, non-response, ownership issues, and stalled troubleshooting to appropriate leadership.
- Coordinate emergency changes, approvals, rollback decisions, and risk management during major incidents.




- Follow ITIL-aligned Incident, Major Incident, Change, and Problem Management processes.
- Conduct and coordinate Post-Incident Reviews (PIR), RCA, and corrective/preventive actions.
- Use Service Now for incident tracking, escalation, documentation, and service management activities.
- Work with enterprise monitoring and observability tools, with Splunk experience preferred.
- Possess broad understanding of cloud, on-premises infrastructure, networking, enterprise applications, and production support.
- Provide transparent technical updates, executive summaries, and business-level communication during high-severity incidents.

📌 Incident Manager (Contract) (India)
🏢 Saaki Argus And Averil Consulting
📍 India