CISAMRMFRE-ITIL-JL4 Professional

Infosys; Pune District; On-site; INR 2,800,000 - 4,200,000; Full time

Job summary

Infosys in Pune district, Maharashtra, seeks an experienced Major Incident Manager to lead the lifecycle of critical incidents. You will coordinate cross-functional teams across Infrastructure, Network, Applications, Security, and Cloud to restore services within agreed SLAs.

The role emphasizes strong stakeholder communications, crisis management, and ownership of post‑incident reviews and RCA meetings. Prior MIM experience and ITIL expertise are essential.

Qualifications

• 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.
• Candidate should have prior experience working as a Major Incident Manager.
• Ability to work under pressure and manage multiple priorities.
• Open to working in a 24x7 shift model, including rotational shifts, weekends, holidays, and on‑call schedules.

Responsibilities

• Manage and coordinate Major Incidents (P1/P2) through their lifecycle until resolution.
• Lead incident bridge calls and drive technical teams toward service restoration within SLAs.
• Assess incident impact, severity, and business priority for escalation.
• Coordinate cross-functional teams including Infra, Network, App, Security, Cloud, and Vendors.
• Provide clear communications to business stakeholders, leadership, and affected users.
• Monitor incident progress, remove roadblocks, and ensure resolution actions.

Skills

Incident Management

ITIL

Crisis Management

Stakeholder Management

Service Management

Education

Bachelor of Engineering

Tools

ServiceNow

Cloud platforms (Azure, AWS, GCP)

Observability Tools

Job description

Roles 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

Educational Requirement

Bachelor of Engineering

Preferred Skills

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

Service Line

Cloud Infrastructure Services