Job Summary

Lead Major Incident Management (MIM) bridges for P1/P2 incidents • Coordinate war rooms with technical and service restoration teams • Ensure rapid service restoration with minimal business impact • Oversee end-to-end incident lifecycle management • Ensure proper incident classification, prioritization, and escalation • Send initial, periodic, and closure communications for major incidents • Coordinate with resolver groups and stakeholders during incidents • Escalate incidents to appropriate teams and track resolution progress • Support root cause analysis (RCA) and incident trend analysis • Ensure SLA adherence and process compliance • Conduct ticket quality reviews and governance reporting

Key Responsibilities

Strong experience in ITIL Incident and Major Incident Management • Experience in war room and bridge call management • Strong stakeholder communication and coordination skills • Experience with ITSM tools (ServiceNow preferred) • Understanding of SLA-driven service operations

Skill Requirements

The ITSM Process Manager (Critical Incident Management) is responsible for governance and execution of Major Incident Management (MIM) processes within a managed services environment. The role focuses on incident lifecycle management, stakeholder coordination, and service restoration while ensuring SLA adherence and business continuity.

Other Requirements

3–7 years in ITSM / Service Operations roles with strong focus on Major Incident Management Key KPIs • Mean Time to Restore Service (MTTR) • SLA adherence for critical incidents • Timeliness of incident communication • Reduction in repeat incidents • Quality of RCA documentation