Role Overview:

As a Major Incident Manager based in Bangalore, you will serve as the primary orchestrator for high-impact technical disruptions, ensuring the rapid restoration of services across complex enterprise environments. You will act as the bridge between technical engineering teams, senior leadership, and external stakeholders, maintaining clear communication channels during critical outages. By driving the end-to-end lifecycle of major incidents, you directly safeguard business continuity, minimize financial and reputational risk, and foster a culture of operational excellence that ensures seamless service delivery for our global user base.

Key Responsibilities:

- Lead and facilitate high-pressure incident bridges, coordinating cross-functional technical teams to identify root causes and implement effective workarounds during critical service outages.

- Manage the communication flow to executive stakeholders and business partners, providing timely, accurate, and jargon-free updates to ensure transparency during crisis situations.

- Enforce rigorous adherence to ITIL-based incident management frameworks, ensuring all documentation and process workflows are maintained with high integrity within ServiceNow and Jira.

- Conduct comprehensive post-incident reviews and blameless post-mortems to identify systemic weaknesses and drive long-term process improvements.

- Collaborate with Problem Management teams to transition major incidents into formal problem records, ensuring that recurring issues are permanently resolved to prevent future service degradation.

Required Skillset:

- Demonstrate mastery in Incident Management and ITSM methodologies, with a proven track record of navigating complex technical environments over an 8 - 16 year career trajectory.

- Exhibit advanced proficiency in utilizing ServiceNow and Jira to track, document, and report on incident metrics, ensuring data accuracy for management dashboards.

- Possess exceptional stakeholder management skills, with the ability to remain calm and authoritative while communicating technical complexities to non-technical leadership.

- Demonstrate strong analytical thinking to synthesize technical data from multiple engineering streams into actionable recovery plans under tight deadlines.

- Showcase high adaptability to a hybrid work environment in Bangalore, maintaining seamless collaboration with distributed global teams across different time zones.

- Hold a relevant degree in Engineering, Information Technology, or a related field, complemented by industry-recognized certifications such as ITIL Expert or equivalent.