Contract - Major Incident Management Team Member

Vivantify; Bengaluru; On-site; INR 900,000 - 1,200,000; Full time

Job summary

Vivantify is seeking a Major Incident Management Team Member to support coordination, communication, and resolution of high-priority IT incidents affecting business operations. The role collaborates with service desk, infrastructure, application, technical support, and third-party teams to drive timely service restoration and maintain accurate incident information.

The ideal candidate has 2–3 years of experience in IT operations or incident management, and strong incident-management and

Qualifications

• 2–3 years of IT operations/service desk experience.
• Strong coordination and communication during incidents.
• Familiarity with ITIL Incident Management concepts.

Responsibilities

• Monitor and manage major/high-priority incidents based on impact.
• Coordinate with service desk, infrastructure, applications, support, and vendors to drive resolution.
• Facilitate incident bridge calls, track actions, and follow up with resolver groups.
• Maintain incident timelines, updates, impact details, and resolutions in ITSM tools.
• Provide timely communication to stakeholders about incident progress and workarounds.
• Escalate delays, ownership gaps, risks, and deviations to senior teams.
• Support post-incident reviews and root cause analysis.
• Identify recurring issues and propose process improvements.

Skills

Service Desk / IT Operations

Major Incident Management

ITIL Incident Management

ITSM Tools

Incident coordination

Stakeholder management

Communication

Incident timelines

Problem solving

Customer focus

Education

ITIL Foundation certification

Tools

ServiceNow

BMC Remedy

Jira Service Management

Job description

Location: Pan India
Experience: 2–3 Years
Employment Type: Contractor
Openings: 1

About the Role

We are looking for a Major Incident Management Team Member to support the coordination, communication, and resolution of high-priority IT incidents affecting business operations. The role involves working with service desk, infrastructure, application, technical support, and third-party teams to drive timely service restoration and maintain accurate incident information. The position requires strong communication, coordination, and incident-management skills in a fast-paced environment.

Job Description

The role supports the end-to-end management of major and critical IT incidents, from initial identification and impact assessment through service restoration and closure. The team member will facilitate incident bridges, coordinate resolver groups, track actions, and ensure stakeholders receive timely and accurate updates.

The position also involves maintaining incident timelines and records in ITSM tools, supporting post-incident reviews, contributing to root cause analysis inputs, and identifying opportunities to improve incident resolution processes. The candidate must be comfortable supporting rotational shifts, extended support windows, or 24x7 coverage based on business requirements.

Key Responsibilities

• Monitor and support the management of major and high-priority incidents based on business impact and urgency.
• Coordinate with service desk, infrastructure, application, technical support, and vendor teams to drive resolution.
• Facilitate incident bridge calls, track actions, and follow up with resolver groups.
• Maintain accurate incident timelines, status updates, impact details, and resolution information in ITSM tools.
• Provide clear and timely communication to business stakeholders regarding incident progress, workarounds, and service restoration.
• Escalate delays, ownership gaps, risks, and process deviations to senior incident management teams.
• Support post-incident reviews, lessons learned, and root cause analysis activities.
• Identify recurring issues and process improvements that can help reduce incident resolution time.

Required Skills

• Service Desk / IT Operations
• Major Incident / Critical Incident Management
• ITIL Incident Management
• ITSM tools such as ServiceNow, BMC Remedy, or Jira Service Management
• Incident priority classification, escalation, and SLA management
• Strong verbal and written communication
• Incident coordination and stakeholder management
• Documentation and incident timeline management
• Basic understanding of IT infrastructure, applications, cloud services, networks, and workplace services
• Analytical and problem-solving skills
• Customer-focused approach with strong ownership and sense of urgency

Mandatory Skills

• Service Desk

Preferred / Good to Have

• Exposure to major incident, critical incident, or high-priority escalation handling
• ITIL Foundation certification
• ServiceNow exposure
• Monitoring tools, reporting dashboards, or IT operations experience

  Candidate Profile

  The ideal candidate should have 2–3 years of experience in IT operations, service desk, production support, infrastructure support, application support, NOC, or incident management. Strong coordination and communication skills are essential, along with the ability to remain organized and focused during critical incidents and work effectively with global technical teams.

  Benefits Package

  • Competitive salary and benefits package
  • Opportunities for professional growth and development
  • A collaborative and inclusive work environment
  • The opportunity to work on exciting and challenging projects with leading clients