Major Incident Management Lead

Project Control Services Practitioner

Project Role : Project Control Services Practitioner
Project Role Description : Develop and execute end-to-end project management activities of an assigned program, project, or contracted service within a globally sourced delivery model.
Must have skills : Incident Management
Good to have skills : Change Management, Problem Management, Reporting Analytics
Minimum 3 year(s) of experience is required
Educational Qualification : 15 years full time education

Summary
The Major Incident Management (MIM) Lead is responsible for end-to-end management of Priority 1 / Major Incidents, ensuring rapid service restoration, effective stakeholder communication, and strict adherence to ITIL-aligned Incident and Major Incident processes. The role acts as the single point of command during major outages, coordinating cross-functional technical teams, service owners, vendors, and leadership until resolution and handover to Problem Management.

Key Responsibilities
Major Incident Command & Control
Act as the Incident Commander for all Major / P1 incidents.
Validate and declare Major Incidents based on business and user impact.
Establish and lead Major Incident bridges, ensuring timely engagement of all required resolver groups.
Drive structured triage, recovery actions, and service restoration within SLA targets.
Stakeholder & Communication Management
Own all Major Incident communications (initial notification, hourly updates, recovery, closure).
Ensure communications are accurate, concise, and business focused, aligned to approved templates.
Manage expectations of business stakeholders, client IT leadership, and service owners throughout the incident lifecycle.
ITSM Process Governance
Ensure Major Incidents are managed in ServiceNow / ITSM tools in compliance with Incident Management processes.
Validate ticket quality, priority correctness, timelines, and closure notes before resolution.
Ensure proper linkage to Problem Management where root cause is unknown or recurring.
Post Incident Review & Continuous Improvement
Facilitate Post Incident Reviews (PIRs) and ensure timely completion of RCA documentation.
Identify systemic gaps, repeat failure patterns, and drive corrective and preventive actions (CAPA).
Collaborate with Problem, Change, and Service Management teams to reduce future major incidents.
Metrics, Reporting & Compliance
Track and report Major Incident KPIs (MTTR, incident volume, SLA adherence).
Prepare executive level summaries and trend analysis for governance forums.
Support audits, ISO/ITIL compliance reviews, and contractual reporting requirements.


Required Skills & Experience
Must Have Skills
Strong expertise in ITIL Incident & Major Incident Management.
Hands on experience managing Major / Critical Incidents in enterprise environments.
Proficiency with ServiceNow or equivalent ITSM platforms.
Excellent verbal and written communication skills – capable of executive interactions.
Ability to lead high pressure situations with multiple parallel priorities.

Good to Have Skills
Exposure to infrastructure technologies (Network, Servers, Cloud, Data Centers, End User Computing).
Experience coordinating with third party vendors and offshore/onshore teams.
Knowledge of Problem Management, Change Management, and CSI frameworks.


Additional Information:
- The candidate should have minimum 3 years of experience in Incident Management.
- This position is based at our Bengaluru office.
- A 15 years full time education is required.