Major Incident manager | 9 to 12 years | Mumbai & Pune

Job Description


  • Asses business impact and urgency, declare Major Incident or trigger business continuity procedures or disaster recovery invocation scripts.
  • Manage the process of the service restoration or impact reduction.
  • Ensures that cross -SDO Major incidents are resolved effectively securing end-to-end Service Level Agreement and Service Management.
  • Identifies and takes control of unallocated incidents e.g. ‘gray space’.
  • Acts as escalation point for SDOs where resolution ownership is disputed.
  • Provides guidance and assistance to SDOs to ensure a globally consistent approach to operational processes.
  • Provides consistent communications in scope of the process and services.
  • Ensures that customer’s business interests are maintained over and above those of any specific SDO.
  • Cooperates with various SDOs, Incident Managers, and Regional/Global Change Managers.
  • Pro-actively Identify operational issues and drive resolution working directly with the client and SDOs.

Primary Skills

  • Major Incident manager.
  • ITIL Certified.

Secondary Skills

  • Service Management.



Posted on:

April 30, 2021

Experience level:


Contract type: