About this Role

We are seeking an experienced Major Incident Management Lead to join our VNO ECS team in Pune. This role is responsible for leading the response to high-impact service incidents across live operational environments, ensuring rapid service restoration whilst minimising customer and business disruption. Working within a 24/7 operational setting, you will coordinate technical teams, suppliers, operational functions and senior stakeholders to drive incident resolution, provide clear communication, and continuously improve incident management practices.

The role is ideal for professionals with experience in telecom, ISP or service provider environments who are passionate about operational excellence, stakeholder engagement and service resilience.

What you’ll do

Take charge of the NOC floor during assigned shifts within a 24/7 operational model.

Own and drive the major incident management process from identification through to service restoration.

Lead incident bridges and coordinate incident response teams, ensuring clear understanding of impact, priorities, actions, ownership and next steps.

Engage technical teams, operational support functions, suppliers and senior stakeholders to accelerate service recovery.

Maintain momentum during incidents by monitoring progress, challenging assumptions and removing obstacles to restoration.

Deliver timely,



accurate and audience-appropriate communications to customers, leadership teams and key stakeholders.

Manage technical and management escalations in accordance with agreed service and operational standards.

Support planning and operational management of special events, including monitoring, communications and escalation processes.

Coordinate live operational responses during special events and ensure emerging risks are identified and addressed promptly.

Lead or support business continuity, disaster recovery and crisis management activities when required.

Maintain detailed and accurate records of incidents, key decisions, actions and outcomes.

Participate in post-incident reviews and contribute to improvements in service resilience, operational processes and stakeholder experience.

Support the enhancement of major incident management tools, reporting and ways of working.

Prepare and communicate daily, weekly and monthly operational reports.

Participate in customer reviews, service discussions and incident management forums.

Build customer confidence through proactive communication, ownership and effective incident leadership.

Ensure adherence to ITIL-aligned Major Incident, Problem and Change Management processes.

Drive proactive notifications, stakeholder communications and timely engagement of relevant resolution teams.

📌 Manager -Major Incident Management (Pune)
🏢 _VOIS
📍 Pune