Major Incident Manager

Dynpro; Mohali; On-site; INR 1,100,000 - 1,600,000; Full time

Job summary

Dynpro is seeking a Major Incident Management Specialist in Mohali, India to act as the central command during high-impact incidents. You will coordinate incident lifecycle, drive resolution with internal teams and vendors, and communicate with leadership and affected users.

The role requires 5–7 years in Major Incident Management, a relevant IT degree, and strong ITIL knowledge. ITSM tools experience is a plus, with a focus on rapid recovery and high-quality reporting.

Qualifications

• Progressive experience in Major Incident Management.
• Bachelor's degree in information technology, computer science or related field.
• Strong ITIL framework understanding, especially incident and problem management.
• Basic knowledge of VPN, SD-WAN, servers and application support.
• Excellent communication and collaboration abilities.

Responsibilities

• Lead end-to-end lifecycle of major incidents with speed and accuracy.
• Coordinate cross-functional teams and external partners for resolution.
• Provide executive updates and post-incident documentation (RCA, RFO, PCA).

Skills

Major Incident Mgmt

ITIL Knowledge

Network Basics

Analytical Thinking

Communication Skills

Education

Bachelor's degree in IT/CS

Tools

ITSM tools

ServiceNow

Job description

Looking for Immediate Joiners

Role & responsibilities

As a Major Incident Management Specialist, you will play a critical, high-visibility role in protecting business continuity. You will be the central command andcontrol during high-impact incidents, ensuring their swift and effective resolution to minimize downtime and business disruption. This is your chance to be the bridge among technical teams, leadership, and our valued business.Key Responsibilities: You will orchestrate the entire lifecycle of a major incident, focusing on speed, accuracy, and clear communication.1. Command & Control (Incident Lifecycle)

• Rapid Detection & Classification: Quickly identify, log, and classify major incidents based on their urgency and business impact.
• Resource Mobilization: Drive the resolution process by activating and escalating to the appropriate internal, external, and vendor technical teams.
• Coordinate Troubleshooting: Perform fundamental checks (troubleshooting and coordinating onsite connectivity verification) to support the resolution effort.
• Roadblock Removal: Proactively monitor progress, identify bottlenecks, and remove any obstacles to ensure the fastest path to recovery.
• Post-Incident Review: Prepare high-quality documentation, including Root Cause Analysis (RCA), Reason for Outage (RFO), and drive Post-Crisis Action (PCA) items.

2. Strategic Communication & Stakeholder Management

• Central Liaison: Serve as the definitive single point of contact during the major incident.
• Cross-Functional Coordination: Seamlessly manage communication and action across technical teams, leadership, and external stakeholders.
• Executive Updates: Deliver accurate, timely, and tailored status updates to affected users and senior leadership.

Key Relationships, Stakeholders & Interfaces (External & Internal):

• Stakeholders include both technical and non-technical stakeholders; The MIM Specialist must make sure that each party's needs are addressed.
• Coordinate with IT teams to ensure major incidents are addressed within defined service level agreements (SLAs) & ensure continuous improvements.
• Communicate effectively with stakeholders, providing timely updates.
• Collaborate with other ITSM processes to drive overall service improvement initiatives.
• Communicating with affected stakeholders and interfacing with external partners, suppliers and vendors for knowledge sharing.

Minimum Requirements:Education/Experience

• 5 - 7 years of progressive experience specifically in Major Incident Management.
• Bachelors degree in information technology, Computer Science, or a related field.
• Strong, demonstrable understanding of the ITIL Framework, particularly Incident and Problem Management principles.
• Basic technical knowledge and working understanding of key network technologies (e.g., VPN, transmission, and SDWAN, servers and application support).
• Strong analytical and problem-solving skills.
• Excellent communication and collaboration abilities.
• Detail-oriented with a commitment to producing high-quality, accurate reports.
• Experience with ITSM tools and systems.
• ITIL certification is a plus.