CISAMRMFRE-ITIL-JL4

Infosys Limited; Pune District; On-site; INR 1,800,000 - 2,800,000; Full time

Job summary

Infosys Limited in Pune seeks an experienced Major Incident Manager to oversee critical incidents across cloud and enterprise environments. You will lead bridge calls, coordinate infrastructure, network, application and security teams, and drive service restoration within defined SLAs.

The role requires 4–7 years of experience, a BE degree, and strong stakeholder communication. You must be able to work 24x7 rotations and contribute to PIR/RCA activities.

Qualifications

• Bachelor of Engineering is required.
• Experience with Major Incident Management and ITIL frameworks needed.
• Willingness to work in a 24x7 shift model, including weekends and on-call schedules.

Responsibilities

• Manage Major Incidents (P1/P2) through complete lifecycle until resolution.
• Lead incident bridge calls and coordinate technical teams to restore services within SLAs.
• Assess incident impact, severity and priority to ensure proper escalation.
• Coordinate cross-functional teams across Infrastructure, Network, Applications, Security, Cloud and Vendors.
• Provide timely communications to business stakeholders and leadership.
• Document incidents in ITSM tools (ServiceNow) accurately.
• Conduct post-incident reviews (PIRs) and Root Cause Analysis (RCA).
• Track corrective and preventive actions from major incidents.
• Analyze incident trends and propose process improvements to reduce recurrence.
• Maintain Major Incident Management playbooks, templates and procedures.
• Support problem management and service reliability initiatives.
• Knowledge of Cloud platforms (Azure, AWS, GCP) is preferred.
• Must be able to work in 24x7 shifts including weekends and holidays.

Skills

ITIL Incident Management

Stakeholder management

Communication skills

Leadership

Crisis management

Monitoring tools

Cloud platforms knowledge

Education

Bachelor of Engineering

Tools

ServiceNow

Job description

Job ID/Reference Code INFSYS-INDEED1-252579

Work Experience 4 - 7 Years

Educational Requirements

Bachelor of Engineering

Service Line

Cloud & Infrastructure Services

Responsibilities

• Manage and coordinate Major Incidents (P1/P2) through their entire lifecycle until resolution.
• Lead incident bridge calls and drive technical teams toward service restoration within agreed SLAs.
• Assess incident impact, severity, and business priority to ensure appropriate escalation.
• Coordinate cross-functional teams including Infrastructure, Network, Application, Security, Cloud, and Vendor support teams.
• Provide clear and timely communications to business stakeholders, leadership, and affected users.
• Monitor incident progress, remove roadblocks, and ensure accountability for resolution actions.
• Facilitate technical and management escalations when required.
• Ensure incident records are accurately documented in ITSM tools such as ServiceNow.
• Conduct post-incident reviews (PIRs) and Root Cause Analysis (RCA) meetings.
• Track corrective and preventive actions arising from major incidents.
• Analyze incident trends and recommend process improvements to reduce recurring incidents.
• Maintain and improve Major Incident Management procedures, playbooks, and communication templates.
• Support problem management activities and drive service reliability improvements.
• Strong understanding of ITIL Incident Management and Service Management practices.
• Experience managing critical production incidents in complex enterprise environments.
• Excellent stakeholder management and communication skills.
• Strong leadership, decision-making, and crisis management abilities.
• Note: Candidate should have prior experience working as a Major Incident Manager.
• Ability to work under pressure and manage multiple priorities simultaneously.
• Knowledge of Cloud platforms (Azure, AWS, GCP), Networking, Infrastructure, and Enterprise Applications is preferred.
• Knowledge of monitoring & observability tools.
• Open to working in a 24x7 shift model, including rotational shifts, weekends, holidays, and on-call schedules as required to support critical business operations and major incidents.
• Should be able to understand KPIs like MTTR, SLA Compliance Rate, Quality of Stakeholder Communications etc

Preferred Skills

Technology->Architecture->Architecture - ITIL Foundational->Service Management->ITIL Foundational->Service Management->Foundation Foundational->Service Management->Managing Across the Life-cycle (MALC)->ITIL Foundational->Service Management->Release Control and Validation (RCV)->ITIL Foundational->Service Management->Service Design Foundational->Service Management->Service Transition->ITIL Foundational->IT User Management->Incident and Request Management