Major Incident Manager - Mohali (Work from Office)

Vivajiva is looking for an experienced Major Incident Manager to join our team at the Mohali Office .

Important: This is a full-time, work-from-office role based in Mohali. Please apply only if you are willing to relocate to Mohali and work from the office on a regular basis.

Key Responsibilities

- Incident Management & Leadership: Oversee end-to-end lifecycles of major IT incidents, evaluating issues reported by the Helpdesk to determine escalation thresholds and orchestrating immediate responses.

- Managerial Oversight: Drive high-stakes technical troubleshooting sessions, maintaining team composure and focus during critical performance drops or unplanned outages.

- Process Governance: Implement, enforce, and optimize Major Incident Management (MIM) frameworks in strict adherence to ITIL best practices and organizational SLAs.

- Stakeholder Communication: Organize and lead high-level executive calls, delivering clear updates on incident status, business impact, and recovery timelines.

- Cross-Functional Coordination: Act as the central communication hub, synchronizing technical teams, business stakeholders, and end-users.

- User Notifications: Partner with the Helpdesk to approve and ensure the dissemination of timely, accurate notifications regarding ongoing outages and resolutions.





- After-Action Reviews (AARs): Lead comprehensive post-incident reviews, documenting root causes, mitigation strategies, and formal lessons learned.

- Continuous Improvement: Collaborate with engineering teams to implement structural changes that eliminate the risk of recurrence and refine response workflows.

- Team Leadership & Development: Mentor, coach, and manage incident responders while conducting training initiatives across technical teams and the Helpdesk to elevate organizational readiness.

Required Skills and Qualifications

- Experience: Proven experience (2+ years) in IT Service Management (ITSM) with a strong focus on Major Incident Management

- Communication: Exceptional verbal and written communication skills, with the proven ability to translate complex technical issues for executive leadership and non-technical stakeholders.

- Technical Acumen: Deep understanding of enterprise IT architectures, cloud infrastructure, network systems, and application support.

- Certifications: ITIL v4 Managing Skilled (MP) or ITIL Expert certification preferred.

- Personal Attributes: High emotional intelligence, exceptional grace under pressure, strong decision-making abilities, and a relentless focus on continuous improvement.

📌 Major Incident Manager (Sahibzada Ajit Singh Nagar)
🏢 VivaJiva Private
📍 Sahibzada Ajit Singh Nagar