Job Summary

The Major Incident Manager (L2) is responsible for leading the end-to-end Major Incident Management process to restore critical business services within agreed SLAs. The role serves as the central coordinator during high-priority incidents, driving technical teams, stakeholder communication, service restoration, RCA tracking, and continuous service improvement.

Key Responsibilities

Major Incident Management

- Own and manage the lifecycle of P1/P2 Major Incidents.
- Lead Major Incident bridges and war-room calls.
- Coordinate technical resolver groups, vendors, and third-party teams during service outages.
- Ensure rapid service restoration while minimizing business impact.
- Drive incident prioritization, escalation, and resolution activities.
- Monitor adherence to SLAs and service restoration targets.
- Maintain real-time communication with business stakeholders and leadership teams.
- Ensure proper incident documentation and closure.

Incident Coordination & Escalation

- Act as the single point of contact during critical incidents.
- Escalate unresolved issues to appropriate technical and management teams.
- Facilitate cross-functional collaboration among support teams.
- Manage customer communication during critical outages.
- Track action items and restoration progress until service recovery.

Root Cause Analysis (RCA)

- Coordinate Post Incident Reviews (PIRs).
- Drive RCA completion within defined timelines.
- Track preventive and corrective actions to closure.
- Identify recurring incidents and initiate problem management activities.




- Recommend service improvements to reduce future incidents.

ITIL Process Governance

- Ensure adherence to:
- Incident Management
- Major Incident Management
- Problem Management
- Change Management
- Service Request Management

- Support CAB reviews for incidents involving emergency changes.
- Maintain audit-ready documentation and compliance evidence.

Reporting & Analytics

- Publish Major Incident Reports and Executive Summaries.
- Track and report:
- MTTR (Mean Time to Restore)
- Incident Volume
- SLA Achievement
- Recurring Incident Trends
- Business Impact Metrics

- Develop dashboards and governance reports.

Skill Requirements

ITSM Platforms

- ServiceNow (Preferred)
- BMC Remedy
- Jira Service Management
- Ivanti
- Cherwell

Monitoring & Collaboration Tools

- Dynatrace
- AppDynamics
- Splunk
- SolarWinds
- Microsoft Teams
- Zoom

Infrastructure Understanding

- Windows & Linux Platforms
- Network Infrastructure
- Data Center Operations
- Cloud Services (Azure, AWS, GCP)
- Database Technologies
- Storage & Backup Solutions

Required Skills

- Strong understanding of ITIL Framework.
- Experience handling P1/P2 Major Incidents.
- Excellent stakeholder and customer management skills.
- Strong communication and bridge-call moderation skills.
- Ability to work in high-pressure environments.
- Robust analytical and problem-solving capabilities.
- Experience coordinating cross-functional technical teams.
- Understanding of change, problem, and configuration management processes.

Must Have Skill

Incident Management - SIAM

Good to Have Skill

Other Requirements

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📌 Lead Administrator (Support &Operations) (India)
🏢 HCLTech
📍 India