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 explicit 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 settings involving multiple stakeholders.

Skills Major Incident Management, ITIL

📌 Major Incident Management Specialist Thiruvananthapuram
🏢 UST
📍 Thiruvananthapuram