ITSM / Major Incident & Operations Specialist

Daimler AG (Canada); Bengaluru; On-site; INR 1,500,000 - 2,500,000; Full time

Job summary

A leading automotive technology company in Bengaluru is seeking an ITSM / Major Incident & Operations Specialist. The role includes managing major incidents, leading operational coordination, and ensuring compliance with ITSM governance. Ideal candidates will bring 6 to 9 years of IT operations experience, strong knowledge of ITIL processes, and excellent communication skills. This position operates within a diverse and inclusive work environment, promoting equal opportunities for all applicants.

Qualifications

• 6 to 9 years of hands-on experience in ITSM and IT Operations.
• Proven ability to manage major incidents and escalations.
• Excellent communication and stakeholder management skills.

Responsibilities

• Lead major incident management and operational coordination.
• Validate major incident triggers per ITIL guidelines.
• Track and report service performance KPIs.

Skills

ITSM and IT Operations

ITIL processes

Enterprise monitoring tools

Analytical skills

Communication skills

Job description

Job Description – ITSM / Major Incident & Operations Specialist (MER00040RB)

Company: Mercedes-Benz Research & Development India (MBRDI)

Location: Bengaluru, India

Role Objective: The ITSM / Major Incident & Operations Specialist plays a critical role in ensuring stable, resilient, and compliant IT service operations. The role leads major incident management, operational coordination, governance activities, and service performance reporting while supporting enterprise observability and 24/7 IT operations.

Key Responsibilities

Major Incident Management (MIM)

• Participate in on‑call rotations supporting 24/7 enterprise operations
• Validate and classify major incident triggers in line with ITIL guidelines
• Lead and operate major incident bridge calls during high‑impact incidents
• Provide timely, clear, and structured communication to stakeholders and leadership
• Coordinate cross‑functional teams to drive incident resolution
• Publish Root Cause Analysis (RCA) and capture lessons learned

IT Service Operations & Coordination

• Lead daily operational coordination across IT service, infrastructure, and application teams
• Maintain and enforce incident categorization and prioritization standards
• Ensure quality, accuracy, and consistency of incident, problem, and change tickets
• Coordinate structured support engagement across L1 / L2 / L3 teams
• Facilitate operational review and service performance meetings
• Publish user communications related to incidents, outages, and service updates
• Govern middleware‑related operational activities and changes
• Coordinate training schedules for internal IT environments and operational teams

Governance, Compliance & KPI Reporting

• Track and monitor service performance KPIs (SLA compliance, P1 reduction, resolution times)
• Perform trend analysis to support proactive problem management
• Prepare and publish monthly and periodic ITSM performance reports
• Ensure adherence to ITSM governance frameworks and operational compliance requirements

Release & Change Governance

• Manage end‑to‑end lifecycle of Standard, Normal, and Emergency changes
• Ensure change quality through defined governance and control frameworks
• Govern patching, security updates, and production change activities
• Support risk assessment and impact analysis for enterprise changes

Required Skills & Experience

• 6 to 9 years of hands‑on experience in ITSM and IT Operations
• Strong practical knowledge of ITIL processes and service lifecycle management
• Experience working in enterprise‑scale IT environments
• Hands‑on experience with enterprise monitoring and observability tools
• Proven ability to manage major incidents, escalations, and business‑critical outages
• Strong analytical, documentation, and reporting capabilities
• Excellent communication and stakeholder management skills
• Ability to remain composed and effective under pressure in high‑impact situations
• Strong collaboration skills for cross‑team and cross‑region coordination
• Willingness to support 24/7 operational models

Diversity & Inclusion

Mercedes-Benz Research & Development India is committed to building an inclusive and diverse workplace. We welcome applications from all qualified candidates and provide equal opportunities regardless of gender, age, disability, ethnicity or background.

Organization

Mercedes-Benz Research and Development India Private Limited

Primary Location

India – Karnataka – Bangalore

Work Locations

Brigade Tech Gardens, Katha No. 119, Brigade Tech Gardens, Katha No. 119, Kundalahalli Village, K.R. Puram Hobli, Ward No. 85, Bangalore 560037