Major Incident Manager

Vivajiva; Mohali; On-site; INR 1,200,000 - 2,200,000; Full time

Job summary

Vivajiva in Mohali, India, seeks an experienced Incident Manager to lead major incident responses, coordinate restoration efforts, and minimize business impact across IT services.

You will act as the primary communications bridge to technical teams, leadership, and end users; oversee incident bridge calls, drive actions, and conduct post-incident reviews to prevent recurrence.

Qualifications

• Proven experience in IT Incident/ Major Incident Management or Service Operations.
• Strong understanding of IT infrastructure, systems, and service management processes.
• Excellent verbal and written communication with technical and non-technical audiences.
• Experience in healthcare, finance, manufacturing, or other mission-critical environments.
• Knowledge of ITIL, COBIT, or similar service management frameworks.
• Understanding of Helpdesk operations, escalation processes, and end-user support.

Responsibilities

• Lead and coordinate the response to major IT incidents, ensuring rapid service restoration and minimal business impact.
• Assess and escalate critical issues reported by the Helpdesk.
• Act as the primary communication point during incidents, providing timely updates to technical teams, stakeholders, leadership, and end users.
• Facilitate incident bridge calls, track actions, and drive teams toward resolution.
• Conduct post-incident reviews, document lessons learned, and implement preventive measures.
• Collaborate with cross-functional teams to improve incident management processes and operational resilience.
• Support training and mentoring on incident management best practices.

Skills

Incident management

Major incident management

Service operations

ITIL

Communication skills

Helpdesk operations

Escalation processes

Job description

Role & responsibilities

• Lead and coordinate the response to major IT incidents, ensuring rapid service restoration and minimal business impact.
• Assess and escalate critical issues reported by the Helpdesk.
• Act as the primary communication point during incidents, providing timely updates to technical teams, stakeholders, leadership, and end users.
• Facilitate incident bridge calls, track actions, and drive teams toward resolution.
• Conduct post-incident reviews, document lessons learned, and implement preventive measures.
• Collaborate with cross-functional teams to improve incident management processes and operational resilience.
• Support training and mentoring on incident management best practices.

Preferred candidate profile

• Proven experience in IT Incident Management, Major Incident Management, or Service Operations.
• Strong understanding of IT infrastructure, systems, and service management processes.
• Excellent verbal and written communication skills with the ability to engage both technical and non-technical audiences.
• Experience in healthcare, finance, manufacturing, or other mission-critical environments.
• Knowledge of ITIL, COBIT, or similar service management frameworks.
• Understanding of Helpdesk operations, escalation processes, and end-user support.