Major Incident Manager (24*7 environment)

Major Incident Manager (24*7 environment); Hyderabad; On-site; INR 2,500,000 - 4,000,000; Full time

Job summary

Keyloop is seeking a Major Incident Manager to lead 24x7 incident resolution across our global environment. You will chair bridge calls, drive critical incidents to resolution, and coordinate resolver teams and third-party suppliers.

The role requires 8+ years in IT with major incident leadership, ITIL discipline, and strong English communication. You will mentor the MI Co-ordinator team, develop dashboards, and work across time zones while embracing AI tools to improve outcomes.

Qualifications

• Have a minimum of 8+ years' experience in IT including demonstrable Major Incident leadership.
• Proven track record leading high-severity major incidents on live bridge calls.
• Advanced proficiency in Jira, preferably JSM, and ITIL framework knowledge.
• Experience using AI assistants (Copilot/Claude) for drafting outcomes and dashboards.
• Excellent English written and verbal communication; calm under pressure.
• Diplomatic, professional communicator across all levels of stakeholders.
• Clear communicator in English across time zones and cultures.
• Strong knowledge of AWS, other cloud services, middleware, data centres, networks, databases.
• Experience leading or mentoring a small team.
• Willing to work in shifts to support 24x7 coverage.

Responsibilities

• Take command of major incidents across Keyloop, chairing bridge calls and driving resolution.
• Own escalations end-to-end, ensuring SLA compliance and breach‑risk management.
• Line-manage the MI Co-ordinator team, including on-call/shift model and 24x7 coverage.
• Lead root cause analysis for major incidents and drive continuous improvement.
• Prepare leadership updates during high-severity incidents using AI tools.
• Create and maintain dashboards for real-time monitoring and reporting.
• Enforce ITIL-aligned incident and problem management processes.
• Coach and develop the MI Co-ordinator team; act as escalation point.
• Undertake other duties to support Service Assurance objectives.

Skills

Major incident leadership

Jira/JSM

ITIL knowledge

AI tooling (Copilot/Claude)

English communication

Stakeholder management

AWS/cloud services

Team mentoring

24x7 shift readiness

Tools

Jira/JSM

Copilot

Claude

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?

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."

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.