Major Incident Manager

Title: Senior Major Incident Administrator

Location: Ahmedabad, Gujarat (100% Onsite)

Shift: Rotational Shift (24x7)

Job Description

Position Summary

As a Senior Major Incident Administrator you manage and coordinate the response/resolution of major incidents that have impact on the business with the purpose of restoring normal service operations as quickly as possible. Works closely with senior management, IT teams, and other stakeholders to ensure that incidents are resolved quickly and effectively, minimizing business impact. Triage and prioritize Major Incidents, coordinate response teams and resources, track progress and communicate status to stakeholders. Conduct post incident reviews, and documentation of Incidents.

Key responsibilities

• Identify and log major incidents based on severity and impact on business operations
• Responsible for managing the Shifts, ensuring continuous 24/7 operational coverage with effective shift handovers and provide shift-wise operational reports, incident summaries
• Ensure shift readiness by validating resource availability and compliance
• Notify relevant stakeholders of the major incident, establishing and maintaining effective communication channels to keep all parties informed about the incident status, progress and resolution efforts
• Develop and execute a resolution plan for the major incident, considering technical, organizational, and business aspects
• Coordinate the resolution efforts across multiple technical teams
• Communicate with upper management during major production incidents
• Ensure shift handovers are thorough and well-documented.
• Escalate the issue promptly to higher levels as needed for resolution
• Conduct a post-incident review to analyze the handling of the major incident, identifying areas for improvement; implements corrective actions
• Take ownership of decisions during high-pressure and major incident scenarios, guiding teams toward timely resolution.
• Lead technical bridge calls, coordinate cross-functional troubleshooting, and remove operational roadblocks.
• Provide clear, concise, and timely communication to business stakeholders, including executive-level updates during high-impact incidents.

Functional competencies

• Strong understanding of IT systems, infrastructure and applications
• Familiarity with relevant technologies and tools used in incident management
• Experience working as a shift manager.
• Experience working in 24x7 environments and on-call availability.
• Familiarity with ITIL framework and incident management best practices
• Strong stakeholder management skills to guide and coordinate technical and non-technical stakeholders
• Ability to solve complex problems, taking a new perspective on existing solutions and exercising judgment based on the analysis of multiple sources of information
• Ability to adapt to changing circumstances and remain calm under pressure

Qualifications

• 7 or more years of experience in IT operations and incident management
• Bachelor’s degree in Information Technology, computer science, or related field
• ITIL or other relevant IT Service Management certifications are desirable
• B1/ B2 oral and written English