Major Incident Manager

Tekskills Inc.; Bengaluru; On-site; INR 1,800,000 - 2,400,000; Full time

Job summary

Tekskills Inc. is seeking an experienced ITIL/ITSM professional in Bengaluru to lead Incident and Major Incident Management within a structured process framework. You will develop, document, communicate, and maintain incident processes for multiple stakeholders, ensuring rapid restoration of IT services.

The role requires deep incident management knowledge, cross-functional collaboration, and the ability to drive continual improvements with clear escalation pathways and end-to-end traceability.

Qualifications

• min. 5 years of work experience in ITSM Incident Major Incident Management process
• in-depth knowledge of ITSM Incident Major Incident Management process
• experience in developing, documenting, communicating, and maintaining Incident Major Incident Management process and procedures
• leading Incident Major Incident Management activities within a structured process framework
• developing and documenting interfaces, interaction, and responsibilities between support levels and other entities
• creating and maintaining an escalation matrix for incidents not resolved in timeframes
• managing Major Incident lifecycle for customer, supplier and third-party suppliers
• performing post-review and trend analysis to drive improvements

Responsibilities

• Developing, documenting, communicating, and maintaining the Incident Management processes and procedures for suppliers, customers, and third-party suppliers
• Ensuring standardized methods and procedures are used to restore IT services quickly
• Leading cross-functional information exchange to drive end-to-end process improvements
• Providing end-to-end traceability for incidents spanning multiple areas or parties
• Creating and maintaining escalation matrices and escalation processes
• Managing Major Incident lifecycles for multiple stakeholders
• Performing post-incident reviews and trend analysis to identify improvements
• Collaborating with other ITSM processes (Knowledge, Change, Configuration) for alignment
• Recommending continual improvements to mature the Incident Management process or tool

Skills

ITIL Foundation

ITSM Incident Mgmt

Major Incident Mgmt

Incident Management

Process Documentation

Process Improvement

Stakeholder Communication

Cross-functional Collaboration

Training Materials

Training Coordination

Job description

Role & responsibilities

ITIL Process Foundation (v4 or v3-2011) Intermediate (v3-2011)| ITSM Life Cycle Management (Service Operations)Should have min. 5 years of work experience in ITSM Incident Major Incident Management process.Should have in-depth knowledge of ITSM Incident Major Incident Management processpractice.Should have experience in developing| documenting| communicating| and maintaining Incident Major Incident Management process and procedures.Should have experience in leading Incident Major Incident Management activities within a structured process framework| which includes but is not limited to the followingDeveloping| documenting| communicating| and maintaining the Incident Management process and procedures| for Supplier| Customer| and Third-Party Suppliers.Ensuring standardized methods and procedures are used to restore IT Service to the Authorized End User as quickly as possible.Developing and documenting processes regarding interfaces| interaction| and responsibilities between Level 1 support Representatives| Level 2 support Representatives| and any other internal or external persons or entities that may either raise an Incident| act on an Incident| or receive an Incident. Ensuring compliance with Incident Management processes by Supplier| Customer| and Third-Party Suppliers. Working cross-functionally| and with minimal guidance| to facilitate and lead information exchange between and among Supplier and Third-Party Suppliers to drive continued improvement in end-to-end process. Providing end-to-end traceability even when Incidents span across multiple areas or parties. Creating and maintaining an escalation matrix and process for escalating the Incidents not Resolved in the timeframes| according to the Priority of the Incident| to Customer or Suppliers management. Managing Major Incident lifecycle for Customer| Supplier| and Third-Party Suppliers. As part of service restoration for Priority 1 and Priority 2 Incidents| performing the role of Major Incident manager. Increasing visibility and communication of Incidents to the Customer Business and IT support staff Performing post-review of Priority 1 and Priority 2 Incidents to ensure proper handling and prioritization of Incident. Performing trend analysis on the volume and nature of Incidents to identify areas for improvement| and reporting on the trend analysis and improvements to Customer and Third-Party Suppliers on an agreed upon frequency. Ensuring alignment with other Service Management process interfaces as required (e.g.| Knowledge Management| Change Management| Configuration Management). Recommending continual improvements to mature the Incident Management process or tool and reduce recurring Incidents. Collaborating with Customer and Third-Party Suppliers to implement agreed upon improvements. Creating and maintaining user documentation and training materials for the process and procedures. On an agreed upon frequency| coordinating training activities|