Job Summary

The L2 Critical Incident Manager is responsible for managing high-priority incidents (P1/P2), ensuring swift resolution, minimizing business impact, and maintaining effective stakeholder communication. The role involves coordinating across technical teams, driving incident bridges, and ensuring adherence to SLA and ITIL processes.

Key Responsibilities

Incident Handling & Coordination Manage and drive P1/P2 (Critical/Major) incidents end-to-end until resolution Act as the single point of contact (SPOC) during major incidents Coordinate with L1, L3, and cross-functional teams for faster resolution Ensure incident prioritization, categorization, and escalation as per ITIL guidelines Bridge Management Initiate and lead incident bridge calls with technical teams and stakeholders Ensure all relevant teams join within defined SLA timelines Provide real-time updates and drive action items during the bridge Communication & Stakeholder Management Provide timely and structured updates to stakeholders, leadership, and clients Publish incident notifications, updates, and resolution summaries Manage communication through email, ticketing tools, and collaboration platforms SLA & Compliance Management Ensure adherence to incident response and resolution SLAs Track and report SLA breaches and risks proactively Follow standard operating procedures and escalation matrices Root Cause & Problem Management Support Ensure RCA (Root Cause Analysis) is completed within defined timelines Collaborate with Problem Management teams for permanent fixes Track and validate corrective and preventive actions (CAPA) Reporting & Documentation Maintain incident logs, timelines, and action trackers Prepare post-incident reports (PIR) and management dashboards Provide insights on recurring issues and improvement opportunities

Skill Requirements

 Technical & Functional Skills Strong understanding of ITIL Incident & Problem Management processes Experience with tools like ServiceNow, Remedy, Jira, or similar ITSM platforms Basic understanding of infrastructure environments: Servers (Windows/Linux) Network concepts Applications & databases Knowledge of monitoring tools and alerting systems Soft Skills Strong communication and stakeholder management skills Ability to perform under pressure in high-severity situations Excellent analytical and problem-solving skills Strong coordination and leadership abilities during incidents

Other Requirements

Experience & Qualification 3–6 years of experience in Incident Management / IT Operations ITIL Foundation certification (preferred) Experience in handling Major Incident Bridges Key KPIs / Performance Metrics SLA adherence (Response & Resolution) Mean Time to Restore Service (MTRS / MTTR) Incident resolution efficiency Quality of RCA and documentation Stakeholder satisfaction