Incident Management Specialist

Infinite; Hyderabad; Hybrid; INR 1,600,000 - 2,400,000; Full time

Job summary

Infinite in Hyderabad, India seeks an experienced Major Incident Manager to lead crisis bridges for P1/P2/P3 outages across global IT services. You will drive rapid restoration with cross-functional teams in Network, Cloud, Security, and DevOps.

You will implement ITIL-based incident, problem, and change processes, author executive outage summaries, and develop proactive playbooks to prevent recurrence, with strong English communication and incident leadership.

Qualifications

• Experience: 6–10 years in ITSM with 4+ years leading MIM command bridges.
• Proven ability to direct multi-disciplinary teams during live outages.
• Excellent English written and spoken communication under SLAs.
• Solid understanding of IP networks, cloud, and IT infra.
• ITIL v3/ITIL 4 Foundation certification preferred.

Responsibilities

• Chair and command live incident bridges for P1/P2/P3 outages.
• Enforce structured triage to isolate root triggers and reduce MTTR.
• Evaluate risk and approve emergency change requests (eCAB).
• Lead proactive management for P4 incidents before impact.
• Partner with monitoring and engineering to automate triggers/playbooks.
• Draft real-time communications and executive briefings during events.
• Translate diagnostics into business-impact statements for executives.
• Ensure ITIL incident, problem, change governance across global ops.
• Transition major incidents into PIR/RCA using 5-Why & Fishbone.
• Monitor MTTR/MTTD metrics; refine playbooks and escalation.

Skills

Major Incident Management

Incident Command

Executive Communication

Cross-functional Leadership

Cloud & Network Awareness

ITIL Knowledge

Tools

ServiceNow

Jira Service Management

xMatters

PagerDuty

Grafana

Splunk

Job description

Key Responsibilities

Crisis Bridge Command & Service Restoration (P1 / P2 / P3 Impacting Incidents)

• Chair and command live incident bridges for service-impacting outages (P1 / P2 / P3), driving rapid restoration with cross-functional technical teams (Network, Cloud, Security, Infrastructure, DevOps).
• Enforce structured triage methodologies to quickly isolate root triggers and drive mean time to restore (MTTR) metrics downward during high-priority disruptions.
• Evaluate risk and approve Emergency Change Requests (eCAB) required to restore compromised operational services.

Proactive Incident Management & Prevention (P4 Incidents)

• Lead proactive management workflows (P4) by monitoring health alerts, performance degradations, and system anomalies to resolve vulnerabilities before they impact business operations.
• Partner with monitoring and engineering teams to establish automated triggers and actionable playbooks for early-stage P4 events.

Executive & Stakeholder Communications

• Draft and distribute clear, real-time broadcast communications, status dashboards, and executive briefings under high pressure for active P1 / P2 / P3 events.
• Translate highly complex technical diagnostics into plain-language business impact statements for C-suite leaders, business unit directors, and key stakeholders.

Process Management & Governance

• Ensure strict operational adherence to ITIL v3/ITIL 4 Incident, Problem, and Change Management frameworks across global operations.
• Partner with Problem Management to transition resolved major incidents into formal Post-Incident Reviews (PIR/RCA) using 5-Why and Fishbone analysis.

Operational Excellence & Continuous Improvement

• Monitor and analyze operational metrics (MTTD, MTTR, escalation efficiency, P4-to-P1 prevention rates) to identify operational friction points.
• Refine emergency response playbooks, communication matrices, and automated alert notification workflows.

Qualifications & Skillset Requirements

Primary / Required Qualifications

• Experience: 610 years in IT Service Management, with at least 4+ years dedicated to leading Major Incident Management (MIM) command bridges for service-impacting outages (P1 / P2 / P3) in large-scale enterprise environments.
• Incident Command & Proactive Triage: Proven ability to direct multi-disciplinary teams under high stress during live outages, as well as a track record of driving proactive (P4) fault isolation to prevent escalation.
• Communication: Exceptional verbal and written command of English; proven track record of authoring executive-level outage summaries and client notifications under tight SLAs.
• Technical Domain Awareness:Solid operational understanding of enterprise IP networks, routing/switching, 5G/LTE transport, and multi-cloud environments (AWS/Azure).
• Framework Mastery: Deep expertise in ITIL framework principles (ITIL v3 or ITIL 4 Foundation certification preferred).

Secondary / Preferred Qualifications

• Tooling Proficiency: Hands-on experience with ITSM platforms (ServiceNow, Jira Service Management) and alerting tools (xMatters, PagerDuty, Slack).
• Observability: Ability to navigate telemetry and monitoring dashboards (Grafana, AWS Health Dashboard, Splunk) to identify proactive P4.