Major Incident Manager

STL Digital; Bengaluru; On-site; INR 2,500,000 - 4,000,000; Full time

Job summary

STL Digital in Bengaluru is seeking Major Incident Managers to own 24/7 incident bridges from declaration to handover. You will coordinate a crisp timeline, drive communications, and ensure rapid resolution across shifts and locations.

We value 4+ years in major incident management within a 24/7 NOC, strong bridge command, and excellent English. Experience with ITSM tools like Jira/JSM, OpsGenie, PagerDuty or ServiceNow is required.

Qualifications

• 4+ years in major incident management or senior incident roles in a 24/7 NOC / command-centre environment.
• Proven bridge command: you can take control of a noisy call and make it productive within minutes.
• Excellent written and spoken English; structured, calm communication under pressure.
• Experience with ITSM and alerting tooling (Jira / JSM, OpsGenie, PagerDuty, ServiceNow or similar).
• Willing and able to work a full 24/7 rotating roster (pattern confirmed at offer; shift premium applies).

Responsibilities

• Own major incident bridges end-to-end on a 24/7 rota: declaration, command, escalation, resolution and handover.
• Run parallel-bridge capacity with Command Centre Shift Leads so concurrent majors never queue.
• Drive crisp incident communications: status updates, exec summaries, customer impact statements.
• Produce accurate timelines and feed blameless post-incident reviews.
• Manage handovers across shifts and locations to a documented standard.
• Contribute to MIM drills, runbooks and the continuous improvement of response performance (MTTA / MTTR).

Skills

Bridge command

Incident management

English proficiency

ITSM tooling experience

Tools

Jira/JSM

OpsGenie

PagerDuty

ServiceNow

Job description

Role & responsibilities

ROLE OVERVIEW

We are hiring Major Incident Managers in Galway and Warsaw to own major incident bridges in Planets 24/7 Command Centre. When a major hits, you take the bridge: the right people, a crisp timeline, clear comms and a path to resolution — every time.

WHAT YOU WILL DO

• Own major incident bridges end-to-end on a 24/7 rota: declaration, command, escalation, resolution and handover.
• Run parallel-bridge capacity with Command Centre Shift Leads so concurrent majors never queue.
• Drive crisp incident communications: status updates, exec summaries, customer impact statements.
• Produce accurate timelines and feed blameless post-incident reviews.
• Manage handovers across shifts and locations to a documented standard.
• Contribute to MIM drills, runbooks and the continuous improvement of response performance (MTTA / MTTR).

WHO YOU ARE

• 4+ years in major incident management or senior incident roles in a 24/7 NOC / command-centre environment.
• Proven bridge command: you can take control of a noisy call and make it productive within minutes.
• Excellent written and spoken English; structured, calm communication under pressure.
• Experience with ITSM and alerting tooling (Jira / JSM, OpsGenie, PagerDuty, ServiceNow or similar).
• Willing and able to work a full 24/7 rotating roster (pattern confirmed at offer; shift premium applies).