DL
Major Incident Manager
Diverse Lynx India
Location not stated
Manager or above
2 months ago
- Change Management
- ITIL
- Incident Management
- ServiceNow
2 months ago
1. Major Incident Manager (MIM)Act as the central point of control during Major Incidents.Assess business impact and formally declare Major Incidents.Lead incident bridge calls/war rooms| ensuring structured response and adherence to process.Drive collaboration across technical teams to accelerate resolution.Manage escalations internally and with third-party vendors.Provide timely and accurate communication to stakeholders| leadership| and business users.Ensure proper closure| documentation| and handover to Problem Management.
2. Major Incident Team (MIT) / Technical LeadsPerform detailed troubleshooting and root cause identification during incidents.Analyze logs| systems| and dependencies to drive recovery actions.Implement temporary workarounds to restore services quickly.Deliver permanent fixes and validate service restoration.Support incident recovery with technical expertise across platforms.
3. Service Desk / Frontline SupportAct as the first point of contact for incident identification and logging.Detect patterns and escalate potential Major Incidents based on severity.Provide centralized communication to end users to avoid duplication.Maintain accurate incident records and update status regularly.
4. Problem ManagerConduct Root Cause Analysis (RCA) after incident resolution.Identify underlying issues and document known errors.Implement preventive measures to reduce recurring incidents.Drive continuous service improvement initiatives.
5. Change ManagerGovern emergency changes required during incident resolution.Ensure all changes are tracked| approved| and implemented with minimal risk.Mitigate risks associated with fast-tracked production changes.Maintain compliance with change management processes.
6. External Vendors / Third-Party SupportProvide specialized support for infrastructure| applications| or hardware.Handle escalations through vendor channels for critical issues.Collaborate with internal teams to accelerate resolution.Skills & CompetenciesStrong understanding of ITIL Incident| Problem| and Change Management processesExcellent stakeholder and communication management skillsAbility to lead high-pressure situations and war room coordinationStrong analytical and troubleshooting coordination capabilityExperience with incident management tools (ServiceNow| Remedy| etc.)Vendor management and escalation handling expertiseExperience & QualificationBachelors degree in IT or related fieldITIL certification (preferred)Relevant experience in Incident / Major Incident Management in a 24x7 environmentExperience working with global teams and critical production systemsKey DeliverablesReduced Mean Time to Restore (MTTR)Effective incident communication and governanceQuality RCA and prevention of repeat incidentsAdherence to SLA and service continuity
Major Incident Manager · Diverse Lynx India