Major Incident Manager

A.P. Moller - Maersk; Bengaluru; Hybrid; INR 3,000,000 - 6,000,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Maersk's Technology Operations Centre in India seeks a Major Incident Manager to lead critical IT incident resolution across global teams, including the Philippines, Mexico, and the UK. You will coordinate with Service Desk, SRE, and engineers to restore services quickly while strengthening resilience.

Ideal candidates bring 10+ years in SRE/DevOps/ITSM and hands-on experience with ServiceNow, Jira, and Grafana.

Qualifications

• 10+ years experience in SRE, DevOps, ITSM, or IT Operations.
• Proven major incident management in large enterprises.
• Hands-on with ServiceNow and Jira.
• Knowledge of Grafana for monitoring and troubleshooting.
• Good understanding of Azure, Kubernetes, APIs, GCVE.
• Familiar with ITIL practices (Incident, Problem, Change).
• Global, distributed team experience is a plus.

Responsibilities

• Lead and coordinate major incident resolution efforts, ensuring minimal business disruption.
• Monitor and collaborate with Service Desk, SRE, Application Support Engineers, and other Technology Operations colleagues to drive fast and effective resolution of major incidents.
• Work closely with global Technology Operations teams, Platform Teams, Vendors, and SMEs, ensuring the right expertise is engaged at the right time.
• Analyse system health and troubleshoot incidents using Grafana dashboards.
• Provide timely and clear stakeholder communication.
• Utilize ServiceNow and Jira to track incidents and continuous improvements.
• Facilitate post-incident reviews, identifying lessons learned and preventive actions.
• Identify opportunities for automation and efficiency improvements in incident management.
• Hands-on experience with paging solutions to streamline incident alerts and escalations.
• Leverage AI-driven tools or techniques for incident prediction, impact analysis, Action tracking or post-incident insights.

Skills

SRE

DevOps

ITSM

Incident management

Communication

Tools

ServiceNow

Jira

Grafana

Azure

Kubernetes

GCVE

Job description

Be the Driving Force Behind Critical IT Resolutions – with a Forward-Thinking Edge!

When technology fails, businesses stop. Are you the kind of person who thrives in high-pressure situations, quickly bringing teams together to solve complex IT incidents? Do you excel at making fast, informed decisions to restore critical services? If so, we want you on our team!

We are seeking a Major Incident Manager to join our Technology Operations Centre in India. In this role, you will lead the charge in restoring critical IT services, working closely with teams in the Philippines, Mexico, and the UK. Your ability to coordinate, communicate, and drive resolution will ensure minimal business disruption while improving overall system resilience.

As technology evolves, so do we. Experience or interest in using AI and automation to enhance incident response will be considered a valuable advantage.

Key Responsibilities:

• Lead and coordinate major incident resolution efforts, ensuring minimal business disruption.

• Monitor and collaborate with Service Desk, SRE, Application Support Engineers, and other Technology Operations colleagues to drive fast and effective resolution of major incidents.

• Work closely with global Technology Operations teams, Platform Teams, Vendors, and SMEs, ensuring the right expertise is engaged at the right time.

• Analyse system health and troubleshoot incidents using Grafana dashboards.

• Provide timely and clear stakeholder communication.

• Utilize ServiceNow and Jira to track incidents and continuous improvements.

• Facilitate post-incident reviews, identifying lessons learned and preventive actions.

• Identify opportunities for automation and efficiency improvements in incident management.

• Hands-on experience with paging solutions to streamline incident alerts and escalations.

• Leverage AI-driven tools or techniques for incident prediction, impact analysis, Action tracking or post-incident insights.

What You Bring:

• 10+ years of experience in SRE, DevOps, IT Service Management, or IT Operations.

• Proven expertise in major incident management within large-scale enterprise environments.

• Hands-on experience with ServiceNow and Jira.

• (Desirable) Exposure to AI/ML technologies or interest in integrating AI into operational workflows.

• Practical knowledge of Grafana for system monitoring and troubleshooting.

• Good understanding of Azure, Kubernetes, APIs, and Google Cloud VMware Engine (GCVE).

• Strong grasp of IT infrastructure, including networks, middleware, servers, storage, and databases.

• Excellent problem-solving and decision-making skills, especially under pressure.

• Experience working in a global, distributed team environment.

• Familiarity with SRE, DevOps and ITIL best practices (Incident, Problem, and Change Management).

• Business knowledge in Logistics & Supply Chain Services, Terminals, Warehousing & Distribution, and Ocean & Shipping is a plus.

Soft Skills:

• Exceptional communication skills, translating technical details into business language.

• Strong stakeholder management and crisis-handling abilities.

• Ability to thrive in fast-paced environments and handle multiple priorities.

• Adaptability to evolving technologies and a passion for delivering world-class IT services.

Work Schedule & Flexibility:

• Shift hours: Two shifts – Morning shift starting at 06:00 IST and Afternoon shift starting at 13:00 IST.

• 5-day work schedule with 3 days off, including some weekend shifts.

• Hybrid work model : Work from home on Fridays, Saturdays, and Sundays.

• Global collaboration with teams across Mexico, Philippines, and the UK.

Why Join Us?

At Maersk, we offer exciting global career opportunities where you can grow and develop your skills. You’ll be part of a diverse, values-driven team that supports each other and thrives on innovation and collaboration. We believe in fairness, respect, and continuous learning, providing competitive compensation, great benefits, and world-class development programs to help you reach your full potential.

Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applicants without regard to race, colour, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, pregnancy or parental leave, veteran status, gender identity, genetic information, or any other characteristic protected by applicable law. We will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.

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