Major Incident Manager

CosMicIT; India; On-site; INR 3,000,000 - 6,000,000; Full time

Job summary

CosMicIT is seeking a Major Incident Manager in India to lead end-to-end incident management across multi-tower environments. You will drive service restoration, coordinate cross-functional teams and suppliers, and manage communications with stakeholders and leadership.

Ideal candidates have 10+ years in IT Operations or IT Service Management and 7+ years in Major Incident Management, with strong escalation and coordination capabilities under pressure.

Qualifications

• 10+ years of experience in IT Operations or IT Service Management.
• 7+ years of experience in Major Incident Management.
• Strong experience in Major Incident Management, Incident Management, or IT Operations.
• Experience managing critical incidents in complex, multi-tower environments.

Responsibilities

• Own and govern the end-to-end Major Incident Management process.
• Identify, assess, declare, and coordinate major incidents based on defined criteria.
• Lead major incident bridges and coordinate cross-functional teams and suppliers.
• Drive timely service restoration and escalate critical issues as needed.
• Communicate with business stakeholders, customers, senior leadership, and technical teams.
• Provide regular incident status updates until restoration.
• Coordinate with Incident, Problem, Change, and technical teams to resolve incidents.
• Facilitate technical reviews and ensure ownership and action tracking.
• Conduct Post-Incident Reviews and initiate Root Cause Analysis and corrective actions.
• Track recurring incidents and drive process improvements to prevent recurrence.
• Maintain major incident records, timelines, and communication logs.

Skills

Stakeholder management

Communication

Escalation management

Coordination under pressure

Job description

Job Description – Major Incident Manager

The Major Incident Manager is responsible for managing and coordinating the end-to-end Major Incident Management process to ensure critical incidents are resolved quickly with minimum business impact. The role leads cross-functional technical teams, manages stakeholder communication, drives service restoration, and ensures post-incident actions are completed.

Key Responsibilities

• Own and govern the end-to-end Major Incident Management process.
• Identify, assess, declare, and coordinate major incidents based on defined criteria.
• Lead major incident bridges and coordinate cross-functional technical teams and suppliers.
• Drive timely service restoration and ensure appropriate escalation of critical issues.
• Manage communication with business stakeholders, customers, senior leadership, and technical teams.
• Ensure regular and accurate incident status updates are provided until service restoration.
• Coordinate with Incident, Problem, Change, and technical teams to resolve major incidents.
• Facilitate technical reviews and ensure clear ownership and action tracking.
• Conduct Post-Incident Reviews and ensure Root Cause Analysis and corrective actions are initiated.
• Track recurring major incidents and drive process improvements to prevent recurrence.
• Maintain major incident records, documentation, timelines, and communication logs.
• Support governance, reporting, audit, and continual service improvement activities.
• Required Skills & Experience
• 10+ years of overall experience in IT Operations or IT Service Management.
• 7+ years of experience in Major Incident Management.
• Strong experience in Major Incident Management, Incident Management, or IT Operations.
• Experience managing critical incidents in complex, multi-tower environments.
• Strong stakeholder management, communication, and escalation management skills.
• Ability to coordinate multiple technical teams and suppliers under pressure.