Posted:20 hours ago|
Platform:
On-site
Full Time
Role Description Job Title: Major Incident & Problem Manager (24x7x365 Support) Location: Chennai Experience: 5+ Years in Major Incident & Problem Management Shift: 24x7x365 On-Call Rotation Job Summary We are seeking an experienced Major Incident & Problem Manager to lead the resolution of business-critical incidents in a large-scale IT environment. You will serve as the central point of contact during high-impact incidents, ensuring fast restoration, clear communication, and effective collaboration across all teams. The role also involves driving continuous improvement through detailed post-incident reviews and root cause analysis. Key Responsibilities Lead the triage, recovery, and communication efforts during all major incidents. Act as the central point of contact for incident coordination, ensuring all relevant teams are engaged. Host and drive the major incident technical bridge to resolution. Maintain clear and timely communication with internal stakeholders, external partners, and authorities. Develop and use standardized communication templates for stakeholder updates. Coordinate with vendors for additional support as needed. Ensure incident response activities meet defined SLAs and escalation procedures. Document all incident activities, decisions, actions, and outcomes thoroughly. Assign and track Problem Records to resolution teams and oversee root cause analysis (RCA) to closure. Conduct post-incident reviews to capture lessons learned and identify areas for improvement. Implement process improvements and update response procedures as needed. Maintain and update the incident management framework, including contingency and escalation plans. Create metrics and dashboards to report on incidents and problem progress. Provide leadership and support to the incident response team during complex events. Work in a 24x7x365 on-call rotation schedule. Required Skills & Experience 5+ years of experience leading major incident resolution in large-scale environments. 5+ years of hands-on experience in Incident and Problem Management. 4+ years supporting IT operations in enterprise environments. Strong understanding of ITIL principles (Incident, Problem, Change Management). Experience with ServiceNow ITSM workflows. Working knowledge of AWS and Azure platforms. Experience in Security Incident Response and Service Desk environments. Strong skills in Criticality Analysis and effective communication. Nice to Have ITIL Certification Experience with automation tools and dashboards Background in DevOps or cloud-native monitoring solutions What We Offer Dynamic and collaborative work environment Opportunity to work on mission-critical systems and services Professional development and training opportunities Competitive compensation and benefits Skills Incident Management,Criticality Analysis,Major Incident Management
UST
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Chennai, Tamil Nadu, India
Salary: Not disclosed
Chennai, Tamil Nadu, India
Salary: Not disclosed
