Major Incident Management Specialist

UST; Thiruvananthapuram; On-site; INR 1,800,000 - 2,800,000; Full time

Job summary

UST in Thiruvananthapuram seeks an experienced Major Incident Management Specialist with 7+ years in IT incident management to minimize business disruption and drive incidents through timely resolution.

You will lead end-to-end incident management, coordinate across teams, facilitate bridge calls, and perform post-incident reviews to capture lessons and improve the process.

Qualifications

• 7+ years of experience in IT incident management, focusing on major incidents.
• Proficient in Major Incident Management and ITIL with strong communication and coordination skills.

Responsibilities

• Lead end-to-end Major Incident Management from detection to resolution and post-incident review.
• Coordinate response activities across teams and stakeholders during major incidents.
• Facilitate major incident bridge calls and drive ownership, collaboration, and timely resolution.
• Assess incident severity and business impact to ensure proper prioritization and escalation.
• Develop and coordinate incident resolution plans for high-impact incidents.
• Provide clear incident status updates to stakeholders and senior management.
• Conduct post-incident reviews to identify causes, lessons learned, and improvement opportunities.
• Maintain incident management documentation including playbooks, runbooks, and knowledge articles.
• Apply ITIL practices to support effective incident management.
• Continually improve Major Incident Management processes using lessons learned.
• Mentor and guide junior incident management staff.
• Monitor adherence to SLAs and established incident management processes.

Skills

Major Incident Management

ITIL

Job description

Role Description

We are seeking an experienced Major Incident Management Specialist with 7+ years of experience to lead the resolution of high-impact and complex IT incidents. The role requires Proficient capability in Major Incident Management and Intermediate capability in ITIL, with a strong focus on minimizing business disruption and driving incidents through timely resolution.

Key Responsibilities

• Lead end-to-end Major Incident Management, from incident detection and impact assessment through resolution and post-incident review.
• Coordinate response activities across relevant teams and stakeholders during major incidents.
• Facilitate major incident bridge calls and drive clear ownership, collaboration, and timely resolution.
• Assess incident severity and business impact to ensure appropriate prioritization and escalation.
• Develop and coordinate incident resolution plans for high-impact incidents.
• Provide clear and regular incident status updates to relevant stakeholders and senior management.
• Conduct post-incident reviews to identify causes, lessons learned, and opportunities for improvement.
• Maintain incident management documentation, including playbooks, runbooks, and knowledge articles.
• Apply ITIL practices to support effective and consistent incident management.
• Continuously improve Major Incident Management processes using lessons learned from previous incidents.
• Mentor and guide junior incident management staff.
• Monitor adherence to service level agreements and established incident management processes.

Required Skills

Proficient

• Major Incident Management

Intermediate

• ITIL

Experience

• 7+ years of experience in IT incident management, with a focus on major incidents.
• Proven experience leading and resolving complex, high-impact incidents.
• Experience working in fast-paced environments involving multiple stakeholders.

Skills

Major Incident Management, ITIL