Major Incident Manager (RARR Job 5921)

Key Responsibilities:

• Lead the end-to-end management of major incidents, ensuring timely resolution and minimal business impact.
• Act as the primary point of contact and command during high-severity incidents, coordinating across technical, business, and vendor teams.
• Drive incident response bridge calls, ensuring clear communication, effective troubleshooting, and progress tracking.
• Ensure accurate impact assessment, root cause analysis, and incident prioritization based on business criticality.
• Provide regular updates to stakeholders and senior management during and after major incidents.
• Ensure proper documentation, lessons learned, and action item tracking during and after incident.
• Maintain SLA compliance and monitor key incident management metrics for continuous improvement.
• Participate in migration activities, disaster recovery, and business continuity exercises

Required Skills & Qualifications:

• Strong expertise in ITIL Incident & Problem Management processes (ITIL certification preferred).
• Proven experience managing critical business or infrastructure incidents in a large enterprise environment.
• Excellent communication, coordination, and leadership skills under pressure.
• Ability to work rotational shifts as per business requirements.
• Strong analytical and decision-making abilities with focus on business impact and service restoration.
• Experience in service management tools (e.g., ServiceNow, Jira).