Role Description

Job Summary

We are seeking an experienced Major Incident Manager with 7–9 years of experience in major incident and crisis management. The role is responsible for leading and coordinating responses to critical incidents, minimizing business impact, restoring normal operations rapidly, and maintaining response SLAs.

The ideal candidate will demonstrate solid capability in Major incident management, along with working knowledge of change management and foundational exposure to Problem management. Strong communication, leadership, stakeholder coordination, and decision-making skills in high-pressure situations are essential.

Key Responsibilities

- Lead and direct the response to complex, high-impact critical incidents using established Major incident management practices.
- Assess incident severity and business impact and gather relevant information to support timely decision-making.
- Act as the central point of contact during major incidents, ensuring relevant teams, stakeholders, partners, and vendors are appropriately engaged.
- Coordinate resolution activities to minimize incident impact and enable rapid restoration of normal operations.
- Maintain response SLAs throughout the incident lifecycle.
- Establish clear roles, responsibilities, communication channels, and escalation procedures for incident response.




- Develop and maintain effective communication templates for internal and external stakeholders.
- Ensure clear and timely communication with stakeholders, external partners, vendors, and relevant authorities.
- Coordinate with external vendors when additional incident-resolution support is required.
- Apply change management practices as part of maintaining effective incident response processes and implementing improvements arising from incident reviews.
- Apply foundational Problem management practices when reviewing major incidents, identifying lessons learned, and supporting improvements that reduce recurrence.
- Maintain detailed records of incident-response activities, including actions, decisions, and outcomes.
- Maintain and update incident response plans, procedures, escalation paths, and contingency plans.
- Conduct post-incident analysis to identify lessons learned and areas for improvement.
- Implement improvements that enhance incident-response capabilities and keep the incident management framework current and effective.
- Provide guidance and support to incident response teams during challenging and multifaceted incidents.
- Prepare comprehensive incident reports highlighting key findings and recommendations.

Skills Incident Management, Incident Response, ServiceNow

📌 Major Incident Manager (Thiruvananthapuram)
🏢 UST
📍 Thiruvananthapuram