Major Incident Manager (MIM) – Lead

Codians; Gurugram District; On-site; INR 1,200,000 - 2,000,000; Full time

Job summary

Codians in Gurugram, India, invites an Incident Manager to lead major P1/P2 incidents in a 24x7 global IT operations environment. You will manage escalation, coordination of war rooms, and ITIL-aligned incident, problem, and change processes.

You will administer ServiceNow and PagerDuty, monitor service health with Datadog and Splunk, and report on SLA/KPI performance while driving continuous improvement. The role requires proactive communication with stakeholders and executive teams to ensure

Qualifications

• Experience leading P1/P2 major incident responses in 24x7 operations.
• Proven ability to coordinate multi-disciplinary technical teams.
• Familiarity with ITIL incident, problem and change management.

Responsibilities

• Lead end-to-end management of critical P1/P2 incidents.
• Coordinate technical teams through war rooms and manage escalations.
• Administer ServiceNow and PagerDuty workflows; monitor service health.

Skills

Incident management

ITIL framework

Stakeholder communication

SLA/KPI reporting

War-room coordination

Problem solving

Tools

ServiceNow

PagerDuty

Datadog

Splunk

Job description

Major Incident Management (MIM) and Incident Command P1/P2 incident management in a 24×7 global operations environment ITIL-based incident, problem, and change management ServiceNow administration and incident tracking SLA/KPI reporting and compliance Stakeholder management and executive communication Incident escalation, troubleshooting, and decision-making On-premises infrastructure: compute, network, and storage +1

About this role

Lead end-to-end management of critical P1/P2 incidents, coordinate technical teams through war rooms, manage incident escalation and service restoration, maintain incident records and timelines, administer ServiceNow and PagerDuty workflows, monitor service health through Datadog and Splunk, prepare SLA/KPI reports, and drive continuous improvement and preventive actions.