Major Incident Manager (24*7 environment)

Keyloop; Hyderabad; On-site; INR 2,500,000 - 4,000,000; Full time

Job summary

Keyloop is seeking an experienced Major Incident Manager in Hyderabad to lead incident management, RCA, SLA compliance and team leadership across global teams. The role emphasizes high-impact incident resolution, bridge-call leadership and ITIL-aligned processes, with strong use of AI tools to draft outcomes and dashboards.

The ideal candidate will have 8+ years in IT, proficiency with Jira/JSM and AWS, and excellent English communication.

Qualifications

• 8+ years in IT with Major Incident leadership.
• Experience leading high-severity incidents and live bridge calls.
• Proficient with Jira/JSM and ITIL practices.
• Experience using AI assistants (Copilot/Claude) for drafting outcomes and dashboards.
• Excellent English written and spoken communication.

Responsibilities

• Take command of major incidents across Keyloop, chair bridge calls and drive resolution.
• Own escalations end-to-end from detection to resolution and SLA compliance.
• Line-manage the MI Co-ordinator team and ensure 24x7 coverage.
• Lead root cause analysis and feed into Problem Management for continuous improvement.
• Prepare leadership updates during/after major incidents using AI tools.
• Create and maintain real-time dashboards and major incident reports.
• Enforce ITIL-aligned incident, major incident and problem management processes.
• Coach and develop MI Co-ordinator team and handle supplier issues as escalation point.
• Undertake other duties to support Service Assurance objectives.

Skills

Major Incident leadership

Bridge call leadership

Jira/JSM proficiency

ITIL framework

AI in day-to-day work

English communication

Cross-cultural collaboration

Cloud knowledge (AWS)

Team mentoring

24x7 shift readiness

Tools

Jira/JSM

Job description

Keyloop bridges the gap between dealers, manufacturers, technology suppliers and car buyers.

We empower car dealers and manufacturers to fully embrace digital transformation. How? By creating innovative technology that makes selling cars better for our customers, and buying and owning cars better for theirs.

We use cutting-edge technology to link our clients’ systems, departments and sites. We provide an open technology platform that’s shaping the industry for the future. We use data to help clients become more efficient, increase profitability and give more customers an amazing experience.

Want to be part of it?

Role overview:

We are currently seeking an experienced Major Incident Manager to lead Major Incident Management, Root Cause Analysis, SLA Compliance, Reporting and Team Leadership across our Infrastructure and Cloud Service Assurance function, working with global teams across UK, EU and Canada.

Ownership of Strategic Work

• Leading key strategic incident response and continuous improvement initiatives for the team, which could involve technologies or domains outside your immediate experience.
• Taking accountability for the resolution of high-impact, business-critical major incidents end-to-end.
• Owning incident outcomes even when root cause sits outside your core technical expertise.

Operating in Ambiguity

• Able to work effectively with high levels of ambiguity and incomplete information during live, high-severity incidents.
• Applying broad, structured and creative thinking to solve complex, multi-party incident problems.
• Acting as a thought leader on incident management practice, not just an administrator of process.
• Demonstrating strong self-starting behaviour, identifying problems and improvement opportunities without direction.

Key Duties & Responsibilities

• Take commandofmajor incidents across Keyloop, chairing bridge calls and driving them to resolution at pace — not simply monitoring status, but actively directing resolver teams and third-party suppliers.
• Own business-critical escalations end-to-end, from identification through to resolution and stakeholder sign-off, ensuring SLA compliance and managing breach risk proactively.
• Line-manage the MI Co-ordinator team, including the on-call/shift model and 24x7 coverage, setting standards for incident handling, communication and RCA quality.
• Lead root cause analysis for all major incidents across Keyloop and third-party providers, feeding Problem Management and driving continuous improvement across people, process and tooling.
• Prepare and drive leadership and executive updates during and after major incidents, using AI assistants (Copilot/Claude) to draft meeting outcomes and summarise bridge calls efficiently.
• Create and maintain operational dashboards for real-time monitoring and major incident reporting.
• Enforce ITIL-aligned incident, major incident and problem management processes, keeping all systems current with accurate status, actions and timelines.
• Coach, develop and manage the performance of the MI Co-ordinator team, and act as an escalation and decision point for incident, process and supplier issues.
• Undertake other duties as reasonably required in support of Service Assurance objectives.

Essential skillsets:

• Have a minimum of 8+ years' experience in ITincluding demonstrable Major Incident leadership.
• Have a proven track record of leading high-severity major incidents and influencing outcomes on live bridge calls.
• Have advanced proficiency in Jira, preferably JSM, and strong command of the ITIL framework and incident management best practice.
• Using AI in day to day work — hands-on use of AI assistants (Copilot/Claude) for drafting meeting outcomes, leadership updates, dashboard creation and metrics/trend analysis.
• Have excellentenglishwritten and verbal communication; calm, decisive and credible during high-severity escalations.
• Be a diplomatic, professional communicator across all levels of stakeholder, with a hands-on, strong-ownership approach.
• Clear and confident communicator in English, able to collaborate effectively across time zones and cultures.
• Have strong working knowledge of application integration, AWS and other cloud services, middleware, data centres, networks, compute and databases.
• Have experience leading or mentoring a small team.
• Be willing to work in shifts to support 24x7 major incident coverage.

Why join us?

We’re on a journey to become market leaders in our space – and with that comes some incredible opportunities. Collaborate and learn from industry experts from all over the globe. Work with game-changing products and services. Get the training and support you need to try new things, adapt to quick changes and explore different paths. Join Keyloop and progress your career, your way.

An inclusive environment to thrive

We’re committed to fostering an inclusive work environment. One that respects all dimensions of diversity. We promote an inclusive culture within our business, and we celebrate different employees and lifestyles – not just on key days, but every day.

Be rewarded for your efforts

We believe people should be paid based on their performance so our pay and benefits reflect this and are designed to attract the very best talent. We encourage everyone in our organisation to explore opportunities which enable them to grow their career through investment in their development but equally by working in a culture which fosters support and unbridled collaboration.

Keyloop doesn’t require academic qualifications for this position. We select based on experience and potential, not credentials.

We are also an equal opportunity employer committed to building a diverse and inclusive workforce. We value diversity and encourage candidates of all backgrounds to apply.

"At Keyloop, AI is a daily ally: We encourage and train every employee to use our AI tools to boost their creativity and productivity."