Major Incident Manager

Infosys; Pune District; Hybrid; INR 3,500,000 - 6,000,000; Full time

Job summary

Infosys seeks a Local Operations Manager to lead APAC Command Center operations. The role ensures operational health and governance across ITSM domains, coordinating between stakeholders, resolver teams, and vendors.

Major Incident Management is a core responsibility to deliver stable, high-quality IT services across GIO, DDS, and Enterprise Applications. The candidate will monitor performance, SLA adherence, and risk, driving improvements and ensuring effective communication during incident

Qualifications

• 7+ years of IT Operations/Service Management experience.
• Experience leading Major Incidents in a global enterprise.
• Strong stakeholder management and executive communication skills.
• Experience coordinating cross-functional technical teams.
• Experience in a Command Centre environment.
• ITIL Foundation mandatory; ITIL Intermediate/Managing Professional and PMP/Prince2 advantageous; ServiceNow experience preferred.

Responsibilities

• Lead and coordinate all Major Incidents (P1) from declaration to restoration.
• Act as primary communications lead during major incidents.
• Drive continual service improvement and CSI actions.
• Oversee incident, request, change, demand, and problem management.
• Produce weekly and monthly operational reports and dashboards.

Skills

ITIL

Major Incident Management

Incident Management

Service Management

Stakeholder Management

Executive Communication

Leadership

Education

ITIL Foundation

Tools

ServiceNow

Job description

We are seeking a highly organized, proactive, and resilient Local Operations Manager (LOM) to support Command Center operations across the APAC region. Reporting to the APAC Command Center Regional Manager, the LOM is responsible for ensuring the day-to-day operational health and governance while contributing to the continual improvement of IT services across assigned entities, including GIO, DDS, Enterprise Applications, and other D&IT entities.

The role acts as the key operational liaison between business stakeholders, service owners, resolver teams, and service providers, ensuring effective collaboration, timely escalations, and high service quality. Major Incident Management (MIM) is a core responsibility, alongside operational oversight of Incident, Request, Change, Demand, Problem, and other ITSM service operations.

Working closely with Local Process Managers and Service Delivery Managers, the LOM monitors service performance, backlog, SLA compliance, recurring issues, and operational risks, driving and coordinating corrective actions while contributing to continuous improvement initiatives. The successful candidate will thrive in a fast-paced Command Center environment, demonstrate strong stakeholder management skills, and apply ITIL best practices to deliver stable, efficient, and customer-focused operations.

Key Responsibilities

Major Incident Management

• Lead and coordinate all Major Incidents (P1) from declaration through service restoration and closure.
• Coordinate technical bridge calls involving resolver groups, service owners, DDS teams, infrastructure teams, and vendors.
• Ensure correct incident prioritization and severity assessment.
• Establish incident command and coordinate restoration activities.
• Coordinate and challenge technical teams and ensure timely progress toward service restoration while maintaining business focus and stakeholder alignment.
• Escalate critical risks and blockers to senior leadership.
• Ensure all stakeholders receive timely and accurate communications.
• Facilitate service restoration and recovery activities.
• Conduct operational handovers for ongoing major incidents.
• Maintain ownership until business service restoration is confirmed.

Stakeholder Communication

• Act as the primary communication lead during major incidents.
• Prepare and distribute executive updates.
• Deliver incident status communications to business stakeholders within the agreed Communication SLA timeframe.
• Coordinate communications across regional Command Centers (APAC, EAMEI, and Americas) and operational teams.
• Ensure communication quality and consistency.
• Manage stakeholder expectations throughout the incident lifecycle.

Major Incident Reviews (MIR)

• Schedule and facilitate Major Incident Review meetings.
• Ensure participation from all required resolver groups.
• Challenge root cause findings and corrective actions.
• Track action items to closure.
• Ensure lessons learned are documented.
• Drive continual improvement initiatives resulting from MIR outcomes.
• Present MIR outcomes to management where required.

Operational Management Governance

• Review incident quality, categorization, assignment, and priority classification.
• Monitor and maintain operational health across Incident, Request, Change, Demand, and Problem Management.
• Review backlog, SLA compliance, ticket aging, and prioritization across assigned ITSM processes.
• Drive reduction of aged incidents and recurring operational issues.
• Conduct incident trend analysis and identify systemic issues.
• Ensure incidents are transitioned to Problem Management where appropriate.
• Review incident escalations and coordinate corrective actions.

Operational Service Management

• Oversee day-to-day operational performance across Incident, Request, Change, Demand, and Problem Management.
• Monitor ticket volumes, SLA compliance, aging, and backlog trends.
• Identify recurring issues and collaborate with Service Delivery Managers, resolver groups, and service owners to drive corrective actions.
• Support cross-functional coverage and operational continuity across ITSM operations.
• Analyze operational performance and recommend service improvements.
• Ensure operational readiness and governance across assigned D&IT entities.

Operational Reporting & Analytics

• Produce weekly and monthly operational reports.
• Analyze trends across Incidents, Requests, Changes, Demands, and Problems to identify risks and improvement opportunities.
• Track P1 and P2 incident reduction initiatives.
• Monitor recurring Configuration Items (CI) contributing to operational noise.
• Prepare management dashboards and KPI reports covering incidents, requests, changes, demands, problems, backlog, and SLA performance.
• Present operational performance during governance meetings.
• Support service review meetings with actionable insights.

Continual Service Improvement

• Identify opportunities to improve incident handling efficiency.
• Drive automation and process improvements.
• Support global initiatives targeting P1/P2 reduction.
• Collaborate with Service Delivery Managers and Service Owners on corrective actions.
• Track CSI actions through completion.
• Improve incident response maturity.

Command Center Operations

• Support Command Center operational governance.
• Ensure shift teams follow established procedures and standards.
• Maintain operational documentation and runbooks.
• Participate in command center transformation initiatives.
• Support operational readiness and continuity across Command Center functions, including cross-process coverage where required.

Required Experience

• 7+ years of experience in IT Operations, Service Management, Incident Management, or Major Incident Management.
• Experience leading Major Incidents in a global enterprise environment.
• Strong stakeholder management and executive communication skills.
• Experience coordinating cross-functional technical teams.
• Experience managing critical incidents across infrastructure, cloud, network, security, and application environments.
• Experience overseeing operations across Request, Change, Problem, or Demand Management functions is advantageous.
• Strong analytical and reporting capabilities.
• Experience driving continual service improvement initiatives.
• Experience in a Command Centre environment.
• Demonstrated experience in developing and delivering training materials.
• Ability to manage high-pressure situations calmly, think outside the box, and work independently while driving operational outcomes.

Preferred Qualifications

• ITIL Foundation (Mandatory)
• ITIL Intermediate or ITIL Managing Professional (Preferred)
• PMP, Prince2 or equivalent (Advantage)
• ServiceNow experience (Strongly Preferred)

Working Hours

Regional coverage with flexibility to support critical incidents outside standard business hours.

Participation in major incidents, bridge calls, executive communications, and post-incident reviews may be required outside standard working hours.