Incident Manager (Contract)

Saaki, Argus and Averil Consulting; Hyderabad; On-site; INR 2,500,000 - 4,500,000; Full time

Job summary

Saaki, Argus and Averil Consulting seeks a skilled Major Incident Manager to lead end-to-end incident handling from declaration through restoration and handoff. You will coordinate across IT, security, vendors and business units to ensure rapid, controlled resolution.

The role requires demonstrable ITIL expertise, strong executive communication, and hands-on experience with ServiceNow and Splunk in live incidents.

Qualifications

• Experience leading major incident response and restoration efforts.
• Ability to declare incident priorities, coordinate cross-functional teams, and drive timely resolutions.
• Proven knowledge of ITIL processes including incident, major incident, change and problem management.

Responsibilities

• Lead P1/P2 bridges and set clear objectives, timelines and next actions.
• Coordinate application, infrastructure, network, security, vendor and business teams during critical incidents.
• Engage right technical resources and decision-makers for faster resolution; escalate delays as needed.
• Oversee emergency changes, approvals, rollbacks and risk management during major incidents.
• Conduct Post-Incident Reviews (PIR), RCA and implement corrective/preventive actions.
• Document updates and service management activities in ServiceNow; provide executive summaries.

Skills

Major incident management

Incident response

ITIL

ServiceNow

Splunk

Executive communication

Tools

ServiceNow

Splunk

Job description

Lead Major Incident Management from incident declaration through service restoration, stabilization, closure, and operational handoff.Take complete command and control of P1/P2 incident bridges and ensure effective coordination.Set clear objectives, priorities, timelines, and next actions during major incidents.Assess business impact and urgency and ensure the correct incident priority is assigned.Coordinate application, infrastructure, network, security, middleware, vendor, and business teams during critical incidents.Ensure the right technical resources and decision-makers are engaged for faster resolution.Escalate delays, non-response, ownership issues, and stalled troubleshooting to appropriate leadership.Coordinate emergency changes, approvals, rollback decisions, and risk management during major incidents.Follow ITIL-aligned Incident, Major Incident, Change, and Problem Management processes.Conduct and coordinate Post-Incident Reviews (PIR), RCA, and corrective/preventive actions.Use ServiceNow for incident tracking, escalation, documentation, and service management activities.Work with enterprise monitoring and observability tools, with Splunk experience preferred.Possess broad understanding of cloud, on-premises infrastructure, networking, enterprise applications, and production support.Provide clear technical updates, executive summaries, and business-level communication during high-severity incidents.