Job Summary Major Incident Manager (L3)

Common Services - Major Incident Management

Location: Hyderabad / Bangalore

Experience: 10-12 Years

Role Summary The Major Incident Manager will be responsible for leading the Major Incident Management function, ensuring rapid restoration of critical business services during high-priority incidents. The role requires strong coordination, stakeholder communication, governance, and decision-making capabilities to minimize business impact and improve service resilience.

Key ResponsibilitiesRoles and Responsibilities

- Lead and manage Major Incidents (P1/P2) from identification through service restoration and closure.
- Drive incident bridge calls, coordinate technical resolver teams, and ensure timely progress towards resolution.
- Act as a central point of communication between technical teams, business stakeholders, service managers, and leadership.
- Ensure appropriate escalation of incidents based on severity, business impact, and service criticality.
- Facilitate effective collaboration across infrastructure, cloud, network, security, workplace, and application support teams.
- Monitor incident progress against SLAs and drive teams to meet recovery objectives.
- Prepare and deliver timely incident communications, status updates, and executive reports.
- Lead post-incident reviews and ensure Root Cause Analysis (RCA) activities are completed and tracked.
- Identify recurring trends, service risks, and improvement opportunities to reduce future incidents.
- Collaborate with Problem, Change, Service Delivery, and Operations teams to drive service improvement initiatives.
- Maintain Major Incident documentation, governance reports, and operational metrics.
- Support audit, compliance, and customer governance requirements related to Incident Management.

Skill RequirementsMandatory Skills

- Major Incident Management
- ITIL Incident Management
- ServiceNow
- Incident Bridge Management
- Escalation Management




- Stakeholder & Executive Communication
- Root Cause Analysis (RCA)
- Service Restoration Management
- ITSM Reporting & Governance
- Cross-Functional Team Coordination

Preferred Skills

- Problem Management
- Change Management
- Service Delivery Management
- Power BI / Dashboard Reporting
- Infrastructure Operations Knowledge

CertificationsMandatory

- ITIL v4 Foundation

Preferred

- ITIL Specialist: Create, Deliver & Support (CDS)
- PMP
- PRINCE2 Foundation

Soft Skills

- Strong leadership and decision-making skills
- Excellent communication and stakeholder management
- Ability to perform under pressure during critical situations
- Robust analytical and problem-solving capabilities
- Conflict resolution and negotiation skills

Other Requirements Major Incident Manager (L3)

Common Services - Major Incident Management

Location: Hyderabad / Bangalore

Experience: 10-12 Years

Role Summary The Major Incident Manager will be responsible for leading the Major Incident Management function, ensuring rapid restoration of critical business services during high-priority incidents. The role requires strong coordination, stakeholder communication, governance, and decision-making capabilities to minimize business impact and improve service resilience.

Roles and Responsibilities

- Lead and manage Major Incidents (P1/P2) from identification through service restoration and closure.
- Drive incident bridge calls, coordinate technical resolver teams, and ensure timely progress towards resolution.




- Act as a central point of communication between technical teams, business stakeholders, service managers, and leadership.
- Ensure appropriate escalation of incidents based on severity, business impact, and service criticality.
- Facilitate effective collaboration across infrastructure, cloud, network, security, workplace, and application support teams.
- Monitor incident progress against SLAs and drive teams to meet recovery objectives.
- Prepare and deliver timely incident communications, status updates, and executive reports.
- Lead post-incident reviews and ensure Root Cause Analysis (RCA) activities are completed and tracked.
- Identify recurring trends, service risks, and improvement opportunities to reduce future incidents.
- Collaborate with Problem, Change, Service Delivery, and Operations teams to drive service improvement initiatives.
- Maintain Major Incident documentation, governance reports, and operational metrics.
- Support audit, compliance, and customer governance requirements related to Incident Management.

Mandatory Skills

- Major Incident Management
- ITIL Incident Management
- ServiceNow
- Incident Bridge Management
- Escalation Management
- Stakeholder & Executive Communication
- Root Cause Analysis (RCA)
- Service Restoration Management
- ITSM Reporting & Governance
- Cross-Functional Team Coordination

Preferred Skills

- Problem Management
- Change Management
- Service Delivery Management
- Power BI / Dashboard Reporting
- Infrastructure Operations Knowledge

CertificationsMandatory

- ITIL v4 Foundation

Preferred

- ITIL Specialist: Create, Deliver & Support (CDS)
- PMP
- PRINCE2 Foundation

Soft Skills

- Strong leadership and decision-making skills
- Excellent communication and stakeholder management
- Ability to perform under pressure during critical situations
- Strong analytical and problem-solving capabilities
- Conflict resolution and negotiation skills

📌 Track Lead - Critical Incident Management (India)
🏢 HCL Technologies
📍 India