Major Incident Manager

Mouri Tech; Hyderabad; On-site; INR 2,800,000 - 4,000,000; Full time

Job summary

Mouri Tech is seeking a Major Incident Management lead in Hyderabad to own and improve the end-to-end incident response process for critical guest-facing and corporate systems.

You will act as the single point of accountability across IT and business leadership, coordinating with Resort Operations, Guest Services, Security, Finance, and Marketing to minimize disruption and restore services quickly.

Qualifications

• At least three years of IT service management experience or similar.
• Strong knowledge of ITSM software—ServiceNow.
• Experience with SolarWinds, AppDynamics, Azure DevOps, DataDog.
• Ability to translate technical issues into business impact for guests.
• Excellent problem-solving and communication skills.

Responsibilities

• Serve as Incident Commander for Priority 1/2 incidents affecting resort operations and guest systems.
• Lead real-time incident response calls with clear ownership, tasks, escalation, and resolution tracking.
• Ensure rapid restoration of PMS, POS, reservations, mobile apps, networks, and payment systems.
• Establish and enforce global MIM standards, playbooks, and escalation paths across regions.
• Own executive updates, timelines, and post-incident summaries with stakeholders.
• Coordinate incident response across global regions and with vendors/MSPs.
• Drive MTTR, incident frequency, and service availability improvements.

Skills

Incident Management

ITIL

ServiceNow

Stakeholder Communication

MTTR

Vendor Management

Global Operations

Education

Bachelor's degree in IT/Computer Science

Tools

ServiceNow

SolarWinds

AppDynamics

Azure DevOps

DataDog

Job description

Major Incident Management (Primary Focus):

• Serve as the Incident Commander for all Priority 1 and Priority 2 incidents affecting resort operations, guest-facing systems, and corporate platforms
• Lead real-time incident response calls, ensuring clear ownership, task assignment, escalation, and resolution tracking
• Ensure rapid restoration of services impacting:
• Property Management Systems (PMS)
• Point-of-Sale (POS)
• Reservations and booking platforms
• Mobile apps and guest experience technologies
• Network, Wi-Fi, and payment systems
• Establish and enforce global MIM standards, playbooks, and escalation paths across regions and time zones
• Act as the single point of accountability during major incidents, ensuring no gaps between technical teams and business leadership

Stakeholder & Executive Communication:

• Provide clear, concise, and timely communications to executive leadership, resort leadership, and operational teams during incidents
• Translate technical issues into business impact language relevant to guest experience and revenue
• Own executive-level incident updates, timelines, and post-incident summaries
• Partner closely with Resort Operations, Guest Services, Security, Finance, and Marketing teams during incidents

ITSM Process Ownership:

• Own and continuously improve the Major Incident Management process aligned to ITIL best practices
• Integrate MIM with related ITSM processes including:
• Incident Management
• Problem Management
• Change Enablement
• Event and Monitoring Management
• Ensure seamless integration between ServiceNow (or equivalent ITSM platform) and monitoring/alerting tools
• Define and manage incident priority models based on hospitality-specific business impact

Post-Incident Review & Continuous Improvement:

• Lead post-incident reviews (PIRs) and root cause analysis sessions
• Ensure corrective and preventive actions are documented, tracked, and delivered
• Identify recurring incident trends and partner with engineering and product teams to reduce repeat failures
• Drive measurable improvements in MTTR, incident frequency, and service availability

Global Operations & Vendor Management:

• Coordinate incident response across global regions, ensuring consistent execution regardless of location
• Manage escalations with strategic technology vendors and managed service providers
• Ensure vendors meet contractual SLAs during major incidents
• Support follow-the-sun operational models and on-call rotations

Governance, Metrics & Reporting:

• To fulfill this role successfully, the individual should possess the following qualifications, knowledge, skills, abilities, and experience:
• At least three years experience working in IT service management, or a similar role.
• Strong knowledge of IT service management software ServiceNow
• Experience working with IT systems and software such as SolarWinds, AppDynamics, Azure DevOps and DataDog
• Strong technical background to understand and address complex issues. This includes proficiency in relevant technologies, software, and systems used within the organization.
• Possess excellent problem-solving skills to analyze issues, identify root causes, and implement effective solutions promptly.
• Effective communication to convey complex technical information to both customers and internal teams clearly and concisely.
• Customer-centric approach for addressing customer concerns, managing expectations, and ensuring a positive customer experience even during escalations Mean Time to Restore (MTTR)
• Incident frequency and trends
• SLA adherence
• Customer and guest impact metrics
• Deliver regular reporting to IT and business leadership Support audits and compliance requirements related to service availability and operational resilience