Job Title:  Consultant | ITSM | Bengaluru | Technology Strategy & Transformation

Location: Bangalore, India

Experience: 5+ Years

Key Responsibilities

The Major Incident Manager (MIM) is responsible for leading the end-to-end management of business and production-critical incidents impacting Client manufacturing, logistics, and business applications. The role acts as the central command during major outages, driving rapid service restoration, stakeholder communication, escalation management, and post-incident improvements to minimize business impact and ensure operational continuity.

• Lead and coordinate Major Incident Management activities for high-priority (P1/P2) incidents across manufacturing, logistics, and enterprise applications.
• Act as the Incident Commander during critical outages and service disruptions.
• Establish and facilitate incident bridge calls involving support teams, vendors, business stakeholders, and leadership.
• Drive rapid service restoration by coordinating technical teams and ensuring timely decision-making.
• Provide clear, concise, and timely communication to business stakeholders, management, and executive leadership.
• Manage escalations across support towers, application teams, infrastructure teams, and external partners.
• Ensure adherence to Major Incident Management processes, governance standards, and SLAs.
• Track incident timelines, actions, decisions, and communications throughout the incident lifecycle.
• Conduct post-incident reviews (PIRs), Root Cause Analysis (RCA) follow-ups, and lessons-learned sessions.
• Identify recurring issues and collaborate with Problem Management teams to drive permanent fixes.
• Prepare operational reports, KPI dashboards, and executive summaries for service performance reviews.
• Support continuous improvement initiatives to enhance incident response effectiveness and reduce MTTR.

Required Skills & Experience

• Education: Bachelor’s or Master’s degree in Computer Science, Information Technology, Information Systems, Engineering, or a related field. ITIL Foundation certification is preferred; advanced ITIL certifications are a plus.

• Strong experience in Major Incident Management, Service Operations, Command Center, NOC, or Production Support environments.
• Good understanding of ITIL practices, particularly Incident, Problem, Change, and Service Management.
• Experience managing global incidents across multiple technology domains.
• SNOW, Datadog and Insomnia
• Excellent crisis management and decision-making abilities.
• Strong stakeholder and executive communication skills.
• Ability to lead cross-functional teams under high-pressure situations.
• Exceptional facilitation, negotiation, and conflict-resolution skills.
• Strong customer-focused and service-oriented mindset.