Major Incident Manager

Intellioz Solutions; Dadri; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Intellioz in Noida is seeking a Major Incident Management lead to own P1/P2 incidents in data center operations. You will act as Incident Commander, chair incident bridges, and drive rapid resolution across facilities, compute, storage, network, and cloud infrastructure.

The role requires coordinating across vendors and teams, providing executive updates, managing recoveries, and ensuring proper incident documentation and PIR follow-ups.

Qualifications

• Experience leading major incident handling for data center operations.
• Ability to act as Incident Commander during bridges.
• Strong ability to translate technical status into business messaging.

Responsibilities

• Own and lead all P1/P2 Major Incidents related to Data Center operations.
• Act as the Incident Commander, chairing Major Incident bridges and driving resolution.
• Validate incident classification, scope, severity, and business impact.
• Drive coordinated recovery across Data Center Facilities, Compute/Storage/Networking, and Cloud/hybrid infra.
• Ensure ownership, task tracking, and decision-making across technical teams and vendors.
• Serve as SPOC during Major Incidents and deliver timely executive updates.
• Translate technical status into business-relevant messaging.
• Lead data center crisis scenarios and engage DR providers as needed.
• Ensure adherence to escalation matrices, crisis protocols, and PIRs.
• Maintain incident timelines, bridge transcripts, and executive summaries.

Skills

Incident management

P1/P2 management

ITIL

Stakeholder coordination

Tools

ITSM tools

Job description

Dear Candidates,

We are hiring for the Position "Major Incident Management" for Noida location.

• Location: Noida; Sector-135
• Working Days: 6 days (rotational shift)
• Company: Intellioz
• Notice Period: Immediate to 30 Days

Key Responsibilities

• Own and lead all P1/P2 Major Incidents related to Data Center operations.
• Act as the Incident Commander, chairing Major Incident bridges and driving resolution.
• Validate incident classification, scope, severity, and business impact.
• Drive coordinated recovery across:
• Data Center Facilities (Power, Cooling, Physical Security)
• Compute, Storage, Backup, Virtualization
• Network (LAN/WAN, MPLS, Firewalls)
• Cloud & Hybrid Infrastructure
• Ensure clear ownership, task tracking, and decisionmaking across technical teams and vendors.
• Serve as Single Point of Contact (SPOC) during Major Incidents.
• Deliver timely, accurate, and consistent:
• Executive updates
• Business impact notifications
• Customer communications
• Translate technical status into businessrelevant messaging.
• Lead Data Center crisis scenarios, including site outages and largescale service disruptions.
• Engage Disaster Recovery (DR) and continuity providers where required.
• Ensure adherence to escalation matrices and crisis protocols.
• Own and ensure quality of:
• Incident timelines and chronologies
• Bridge transcripts
• Executive summaries
• PostIncident Reviews (PIR)
• Ensure complete and accurate updates in ITSM tools.
• Interface with Problem Management for RCA initiation and closure.
• Ensure RCA quality, CAPA tracking, and preventive actions.
• Conduct audits and drive improvements in Major Incident handling and readiness.
• Mentor Incident Managers and Service Coordinators.
• Validate oncall readiness, notification mechanisms, and escalation effectiveness.
• Participate in governance, operational reviews, and service improvement initiatives.
• Mean Time to Restore Service (MTTR)
• SLA / OLA adherence for P1/P2 incidents
• Quality and timeliness of executive communications
• RCA completion and acceptance rates
• Reduction in repeat / recurring incidents
• Stakeholder and customer satisfaction scores