Major Incident Manager

Job Description

Major Incident Manager

About the Role

You will lead high-impact incident response efforts across a complex technical environment. You will coordinate cross-functional teams, ensure rapid service restoration, and uphold best-in-class operational standards. This role requires strong leadership, technical proficiency, and deep knowledge of ITIL processes.

• Lead the end-to-end Incident Management process, including detection, logging, triage, escalation, communication, resolution, and closure.
• Act as the primary Incident Manager on duty during major or high-severity incidents, ensuring swift service restoration and minimal business disruption.
• Provide timely, concise, and accurate incident communications to leadership, stakeholders, and technical teams.
• Drive root cause analysis efforts in partnership with Problem Management and ensure follow-up actions are completed.
• Ensure high-quality incident documentation, including timelines, impact analysis, actions taken, and recovery steps.
• Champion continuous operational improvement, while maintaining full compliance with organizational quality, regulatory, and legal standards.
• Leverage strong technical knowledge to assess complex environments and provide informed updates to leadership as needed.
• Evaluate business impact of IT issues and identify alternative workarounds that reduce disruption.
• Monitor technical and service environments, proactively detecting issues and initiating incident response activities.
• Collaborate with technical teams and business partners to improve service, reduce reoccurring issues, and enhance Data Center Operations performance. · Provide management reporting on service interruptions and their impact on the customer base.
• Support KPI and SLA reporting for High Priority Incident Management.
• Promote ITIL best practices and support ongoing process standardization and improvement initiatives.
• Ensure consistent and effective execution of the High Priority Incident Management process.

• Requires 3+ years of working experience as an incident analyst/manager in a large, enterprise environment facilitating effectively high priority incident (HPI) calls.
• Must have a solid experience working with teams from different technical platforms and a working knowledge of Data Center automation and monitoring, including service level based monitoring.
• Bachelor's degree in related field.
• In depth knowledge and proven experience in trouble shooting, problem determination, root cause analysis and rapid problem resolution.
• Must be knowledgeable on complex networks, open systems and mainframe computing services.
• Must have a thorough understanding of ITIL; Incident, Problem, Change, Configuration Management principles. · ITIL v3 Foundations certification is required
• Previous retail experience desired.
• Must possess strong leadership abilities and able to lead service restoration efforts across the organization.
• Good understanding of production IT Environment and IT Operations
• Strong communication skills required; written and oral communications.
• Demonstrates a high level of energy, results driven and able to work under pressure.

Disclaimer:

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• Cafeteria, Office cab/shuttle, Joining goodies, Maternity leaves, Paternity leaves, Annual leaves, Rewards & recognition, Retirement benefits