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 transparent 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 quick-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 Kerala
🏢 UST
📍 Kerala