CISAMRMFRE- Service Management ITIL-JL3

Manage and coordinate Major Incidents (P1/P2) through their entire lifecycle until resolution.

Lead incident bridge calls and drive technical teams toward service restoration within agreed SLAs.

Assess incident impact, severity, and business priority to ensure appropriate escalation.

Coordinate cross-functional teams including Infrastructure, Network, Application, Security, Cloud, and Vendor support teams.

Provide clear and timely communications to business stakeholders, leadership, and affected users.

Monitor incident progress, remove roadblocks, and ensure accountability for resolution actions.

Facilitate technical and management escalations when required.

Ensure incident records are accurately documented in ITSM tools such as ServiceNow.

Conduct post-incident reviews (PIRs) and Root Cause Analysis (RCA) meetings.

Track corrective and preventive actions arising from major incidents.

Analyze incident trends and recommend process improvements to reduce recurring incidents.

Responsibilities

Maintain and improve Major Incident Management procedures, playbooks, and communication templates.

Support problem management activities and drive service reliability improvements.

Strong understanding of ITIL Incident Management and Service Management practices.

Experience managing critical production incidents in complex enterprise environments.

Excellent stakeholder management and communication skills.

Strong leadership, decision-making, and crisis management abilities.

Ability to work under pressure and manage multiple priorities simultaneously.

Knowledge of Cloud platforms (Azure, AWS, GCP), Networking, Infrastructure, and Enterprise Applications is preferred.

Knowledge of monitoring & observability tools.

Open to working in a 24x7 shift model, including rotational shifts, weekends, holidays, and on-call schedules as required to support critical business operations and major incidents.

Should be able to understand KPIs like MTTR, SLA Compliance Rate, Quality of Stakeholder Communications etc

Ideal Candidate Profile:

A proactive and highly organized professional who can effectively lead crisis situations, coordinate diverse technical teams, communicate confidently with senior leadership, and drive rapid restoration of critical business services while continuously improving operational resilience.

Note: Candidate should have prior experience working as a Major Incident Manager.

Education

Bachelor of Engineering