NC
MIM - Major Incident Manager
NR Consulting - India
🇮🇳 India
On-site
Manager or above
5 months ago
- triage
- Network Security
- AWS
- Azure
- GCP
- ITIL
- Change Management
- ServiceNow
- Jira Service Management
5 months ago
Experience: 4+ Years
Location: Delhi
Job Description:
4-6 years APAC and UK shift(no night shift)
1. Act as the Incident Commander for all Major / Critical (P1 / SEV-1) incidents across enterprise IT services.
2. Lead end-to-end Major Incident lifecycle from detection, declaration, triage, stabilization to service restoration and closure.
3. Manage and coordinate war rooms and bridge calls involving infrastructure, application, network, security, and vendor teams.
4. Own incidents impacting Data Center technologies including servers, storage, networks, virtualization, backup, and DR.
5. Lead Major Incidents impacting public, private, and hybrid cloud platforms (AWS, Azure, GCP).
6. Quickly assess business and customer impact of outages and prioritize recovery actions accordingly.
7. Provide clear, concise, and regular incident communications to senior leadership and business stakeholders.
8. Ensure strict adherence to ITIL-based Incident and Change Management processes.
9. Drive Root Cause Analysis (RCA) and Post-Incident Reviews (PIR) for all Major Incidents.
10. Track and govern corrective and preventive actions to prevent recurrence of critical incidents.
11. Collaborate with Problem, Change, and Availability Management teams to improve service resilience.
12. Use ITSM tools such as ServiceNow, BMC Remedy, or Jira Service Management for incident tracking and reporting.
13. Identify recurring patterns, systemic risks, and single points of failure across Data Center and Cloud environments.
14. Maintain and improve Major Incident runbooks, escalation models, and communication templates.
15. Demonstrate calm leadership, strong decision-making, and ownership during high-pressure situations.
16. ITIL certification is a must
MIM - Major Incident Manager · NR Consulting - India