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 solid 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 clear 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

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