Major Incident Manager

Tech Mahindra; Ernakulam; On-site; INR 350,000 - 700,000; Full time

Job summary

Tech Mahindra seeks an experienced Major Incident Manager to lead end-to-end incident management, from detection to resolution and post-incident reviews. You will coordinate cross-functional teams, drive bridge calls, and ensure timely and clear communications to leadership and stakeholders.

The role requires deep IT operations experience, strong analytical and communication skills, and the ability to work under pressure while aligning with ITIL processes.

Qualifications

• 10+ years of experience in IT Operations, Production Support, Service Management, or Incident Management.
• Proven experience handling Priority 1 (P1) and Severity 1 incidents.
• Experience leading major incident bridge calls involving multiple support groups.

Responsibilities

• Lead Major Incident Management from identification to resolution and post-incident review.
• Assess, classify, and prioritize incidents by business impact and severity.
• Facilitate major incident bridge calls across cross-functional teams.
• Coordinate internal teams, vendors, and stakeholders to restore services.
• Provide regular updates to leadership and stakeholders.
• Publish high-quality incident communications with clear business impact and status.
• Escalate incidents when required.
• Maintain complete incident records including timelines and actions.
• Ensure incidents align with ITIL and internal processes.
• Conduct post-incident reviews and root-cause analysis.
• Identify recurring issues and drive process improvements.
• Develop and improve Major Incident procedures and governance.
• Coach and guide operational teams on major incident practices.

Skills

Incident management

Leadership

Communication

Cross-functional teamwork

Problem solving

Job description

Role & responsibilities

• Lead the Major Incident Management process from identification through resolution and post-incident review.
• Quickly assess, classify, and prioritize incidents based on business impact and severity.
• Facilitate and drive major incident bridge calls involving cross-functional technical and business teams.
• Coordinate internal support teams, vendors, and stakeholders to restore services within agreed timelines.
• Provide regular and accurate updates to senior leadership, business stakeholders, and impacted teams.
• Prepare and publish high-quality incident communications with clear business impact and resolution status.
• Escalate incidents appropriately to leadership, support teams, or external vendors when required.
• Maintain complete incident records including timelines, actions, communications, and recovery activities.
• Ensure all incidents are managed in accordance with ITIL and organizational incident management processes.
• Conduct post-incident reviews, root cause analysis, and lessons-learned sessions.
• Identify recurring issues and drive process improvements to reduce future incidents.
• Develop, maintain, and improve Major Incident Management procedures, playbooks, and governance standards.
• Provide coaching and guidance to operational teams on major incident processes and best practices.

Preferred candidate profile

• 10+ years of experience in IT Operations, Production Support, Service Management, or Incident Management.
• Proven experience handling Priority 1 (P1) and Severity 1 incidents.
• Demonstrated ability to lead major incident bridge calls involving multiple support groups.
• Excellent verbal and written communication skills.
• Ability to work in a high-pressure, fast-paced environment.
• Strong analytical and problem-solving capabilities.
• Experience working with global stakeholders and distributed support teams.