CISAMRMFRE- Service Management ITIL-JL3

Infosys; Bengaluru; On-site; INR 1,800,000 - 2,400,000; Full time

Job summary

Infosys seeks a Major Incident Manager to lead crisis response and restore critical services quickly, owning incident lifecycle procedures and coordinating multi-disciplinary teams during high-severity events.

The role requires strong ITIL knowledge, stakeholder communication, and the ability to work under pressure, including 24x7 shifts, with focus on MTTR and service reliability.

Qualifications

• Strong understanding of ITIL Incident Management and Service Management.
• Experience managing critical production incidents in complex enterprise environments.
• Excellent stakeholder management and communication skills.
• Ability to lead crisis situations and coordinate diverse technical teams.
• Prior experience as Major Incident Manager.

Responsibilities

• Maintain and improve Major Incident Management procedures, playbooks, and communication templates.
• Support problem management activities and drive service reliability improvements.
• Lead crisis management and coordinate diverse technical teams during major incidents.
• Communicate confidently with senior leadership and manage stakeholder expectations.
• Be available for 24x7 shift model including rotations, weekends, holidays, and on-call schedules.

Skills

ITIL Incident Management

Problem management

Stakeholder management

Crisis management

Leadership

Decision-making

Communication skills

Work under pressure

Major Incident Manager experience

Shift management

Cloud platforms (Azure, AWS, GCP)

Monitoring & observability tools

Tools

Azure

AWS

GCP

Job description

• 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.
• 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 Ideal Candidate Profile: A proactive and highly organized professional who can effectively lead crisis situations, coordinate diverse technical teams, communicate confidently with senior leadership, and drive rapid restoration of critical business services while continuously improving operational resilience. Note: Candidate should have prior experience working as a Major Incident Manager.