Major Incident Manager - IT Service Management

Infosys; Bengaluru; On-site; INR 2,500,000 - 4,500,000; Full time

Job summary

Infosys in Bengaluru is seeking a seasoned Major Incident Manager to lead critical incident response in a large enterprise environment. You will shepherd incident lifecycles, coordinate cross-functional teams, and report to senior leaders to rapidly restore services.

The role requires strong ITIL knowledge, stakeholder communication, and the ability to work in a 24x7 shift model across weekends and holidays.

Qualifications

• Must have prior experience as Major Incident Manager.
• Strong ITIL/Service Management background and incident handling.
• Proven ability to coordinate cross-functional technical teams under pressure.

Responsibilities

• Maintain and improve Major Incident Management procedures, playbooks and templates.
• Support problem management activities and drive service reliability improvements.
• Lead crisis situations and coordinate senior leadership communications.

Skills

ITIL Incident Mgmt

Stakeholder Mgmt

Leadership

Crisis Mgmt

Communication Skills

Multitasking

Tools

Azure

AWS

GCP

Monitoring Tools

Job description

CISAMRMFRE- Service Management ITIL-JL3

• Maintain and improve Major Incident Management procedures, playbooks, and communication templates.
• Support problem management activities and drive service reliability improvements.
• Strong understanding of ITIL Incident Management and Service Management practices.
• Experience managing critical production incidents in complex enterprise environments.
• Excellent stakeholder management and communication skills.
• Strong leadership, decision-making, and crisis management abilities.
• Ability to work under pressure and manage multiple priorities simultaneously.
• Knowledge of Cloud platforms (Azure, AWS, GCP), Networking, Infrastructure, and Enterprise Applications is preferred.
• Knowledge of monitoring & observability tools.
• Open to working in a 24x7 shift model, including rotational shifts, weekends, holidays, and on-call schedules as required to support critical business operations and major incidents.
• Should be able to understand KPIs like MTTR, SLA Compliance Rate, Quality of Stakeholder Communications etc Ideal Candidate Profile: A proactive and highly organized professional who can effectively lead crisis situations, coordinate diverse technical teams, communicate confidently with senior leadership, and drive rapid restoration of critical business services while continuously improving operational resilience.

Note: Candidate should have prior experience working as a Major Incident Manager.