Job Summary
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.
Key Responsibilities
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
Skill Requirements
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
Other Requirements
v3–7 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