Role description

We are seeking an experienced Major Incident Management Specialist with 7+ years of experience to lead the resolution of high-impact and complex IT incidents. The role requires Proficient capability in Major Incident Management and Intermediate capability in ITIL, with a strong focus on minimizing business disruption and driving incidents through timely resolution.

Key Responsibilities

- Lead end-to-end Major Incident Management, from incident detection and impact assessment through resolution and post-incident review.
- Coordinate response activities across relevant teams and stakeholders during major incidents.
- Facilitate major incident bridge calls and drive transparent ownership, collaboration, and timely resolution.
- Assess incident severity and business impact to ensure appropriate prioritization and escalation.
- Develop and coordinate incident resolution plans for high-impact incidents.
- Provide clear and regular incident status updates to relevant stakeholders and senior management.
- Conduct post-incident reviews to identify causes, lessons learned, and opportunities for improvement.
- Maintain incident management documentation, including playbooks, runbooks, and knowledge articles.
- Apply ITIL practices to support effective and consistent incident management.




- Continuously improve Major Incident Management processes using lessons learned from previous incidents.
- Mentor and guide junior incident management staff.
- Monitor adherence to service level agreements and established incident management processes.

Required Skills

Proficient

- Major Incident Management

Intermediate

- ITIL

Experience

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

Skills

Major Incident Management, ITIL

About UST
UST is a global digital transformation solutions provider. For more than 20 years, UST has worked side by side with the world’s best companies to make a real impact through transformation. Powered by technology, inspired by people and led by purpose, UST partners with their clients from design to operation. With deep domain expertise and a future-proof philosophy, UST embeds innovation and agility into their clients’ organizations. With over 30,000 employees in 30 countries, UST builds for boundless impact—touching billions of lives in the process.

📌 Major Incident Management Specialist (Thiruvananthapuram)
🏢 UST
📍 Thiruvananthapuram