Major Incident Coordinator

CIEL HR; Hyderabad; On-site; INR 700,000 - 1,000,000; Full time

Job summary

CIEL HR is seeking a Major Incident Management (MIM) Analyst/Coordinator to support end-to-end coordination, communication, and resolution of high-priority IT incidents. You will work with technical teams, service owners, vendors, and stakeholders to ensure timely service restoration.

Responsibilities include monitoring incidents, coordinating resolution with cross-functional groups, facilitating incident bridges, and maintaining accurate incident timelines and reports.

Qualifications

• Experience coordinating major incidents with cross-functional teams.
• Strong written and verbal communication with stakeholders.
• Knowledge of ITIL-based incident management and SLAs.

Responsibilities

• Monitor and support management of major incidents based on impact, urgency, and severity.
• Coordinate with infrastructure, application, service desk, resolver groups, and vendors for incident resolution.
• Facilitate major incident bridge calls and track actions and accountability.

Skills

Incident coordination

Stakeholder communication

ITIL-based incident mgmt

Cross-functional collaboration

Timeline tracking

Tools

ITSM tools

Job description

Major Incident Management (MIM) Analyst / Coordinator

Role Overview

• Support end-to-end coordination, communication, and resolution of high-priority IT incidents.
• Work closely with technical teams, service owners, vendors, and stakeholders to ensure timely service restoration.
• Maintain accurate incident tracking and stakeholder communication during critical incidents.

Key Responsibilities

• Monitor, identify, and support management of major incidents based on business impact, urgency, and severity.
• Coordinate with infrastructure, application, service desk, resolver groups, and third-party vendors for incident resolution.
• Facilitate major incident bridge calls and ensure timely action tracking and accountability.
• Maintain accurate incident timelines, impact assessments, status updates, actions taken, and resolution details in ITSM tools.
• Communicate incident status, business impact, workarounds, and restoration updates to stakeholders.
• Escalate risks, delays, ownership gaps, and process deviations to senior incident managers or leadership.
• Support post-incident review (PIR) activities, lessons learned documentation, and root cause analysis (RCA) inputs.
• Ensure compliance with ITIL-based incident management processes, SLAs, escalation procedures, and communication standards.
• Identify recurring issues, process gaps, and improvement opportunities to reduce incident resolution time.