MIM Lead

Clover Infotech; Thane; On-site; INR 4,000,000 - 6,500,000; Full time

Job summary

Clover Infotech is seeking a Major Incident Management Lead to own the MIM function, ensuring rapid restoration of critical services and minimal business impact. You will coordinate cross-functional technical teams, application and infrastructure groups, vendors, and senior stakeholders through incident lifecycles, escalations, and executive updates.

The role requires 8–15+ years in IT Operations/Service Management, 3–5+ years in MIM leadership, ITIL certification, and prior experience with

Qualifications

• Bachelor's degree in Engineering, CS, IT, or related field.
• 8–15+ years IT Operations/Service Management experience.
• 3–5+ years in Major Incident Management leadership.
• ITIL Foundation/Intermediate/Managing Professional certification preferred.
• Experience managing enterprise customers in Banking, Financial Services, Telecom, Manufacturing, or Managed Services.

Responsibilities

• Lead Priority 1 and Priority 2 incidents end-to-end.
• Coordinate cross-functional technical, application, infra, and vendor teams during service disruptions.
• Drive incident governance, escalations, and post-incident reviews.
• Produce timely executive and customer incident updates.
• Own ITIL-aligned incident management process and SLAs.
• Facilitate PIRs and Root Cause Analysis with tracking actions.
• Mentor MIM analysts and drive training and process improvements.
• Identify and implement service improvements and automation.

Skills

ITIL Service Mgmt

ServiceNow / ITSM

24x7 Incident Handling

Infra & App Support

SLA/OLA/KPI

Crisis Management

Executive Stakeholder Mgmt

Vendor Mgmt

Cross-Functional Coordination

Decision Making under Pressure

Verbal & Written Communication

Education

Bachelor's degree in Engineering/CS/IT

8–15+ years IT Operations / Service Management

3–5+ years Major Incident Mgmt leadership

ITIL Foundation/Intermediate/MP cert preferred

Tools

ServiceNow (ITSM)

ITSM Tools

Job description

Role & responsibilities

Only Male Candidates.

Major Incident Management (MIM) Lead

Role Summary

The Major Incident Management Lead is responsible for leading the Major Incident Management function, ensuring rapid restoration of critical business services, minimizing business impact, and driving operational excellence through effective incident governance, communication, escalation management, and post-incident reviews.

The role acts as the single point of accountability for P1/P2 incidents, coordinating cross-functional technical teams, business stakeholders, vendors, and leadership teams throughout the incident lifecycle.

Key Responsibilities

Major Incident Management

• Lead and manage all Priority 1 and Priority 2 incidents from initiation through service restoration.
• Establish and drive major incident bridge calls.
• Coordinate technical teams, application teams, infrastructure teams, and third-party vendors during service disruptions.
• Ensure timely engagement of SMEs and support groups.
• Drive swift decision-making to minimize business impact.

Stakeholder Communication

• Provide timely, accurate, and audience-appropriate incident communications.
• Deliver executive updates to senior leadership and customer stakeholders.
• Ensure adherence to communication timelines and escalation protocols.
• Manage customer expectations during critical outages.

Governance & Escalation Management

• Own the Major Incident Management process and ensure ITIL compliance.
• Monitor incident progress against SLA commitments.
• Execute hierarchical and technical escalations when required.
• Ensure ticket hygiene, documentation accuracy, and process adherence.

RCA & Problem Management

• Facilitate Post Incident Reviews (PIRs) and Root Cause Analysis (RCA) discussions.
• Review RCA quality and ensure corrective actions are identified.
• Track preventive and corrective actions to closure.
• Partner with Problem Management teams to eliminate recurring incidents.

Team Leadership

• Lead and mentor Major Incident Managers and analysts.
• Conduct quality reviews and coaching sessions.
• Develop MIM competencies across the organization.
• Drive training, knowledge sharing, and process improvement initiatives.

Service Improvement

• Analyze incident trends and identify improvement opportunities.
• Drive Service Improvement Plans (SIPs).
• Implement automation, shift-left, and proactive monitoring initiatives.
• Improve MTTR, communication effectiveness, and customer satisfaction.

Required Skills

Technical & Process Skills

• ITIL Incident, Problem, Change, and Service Management expertise.
• ServiceNow or equivalent ITSM tools.
• Strong understanding of Infrastructure and Application support environments.
• Knowledge of SLA, OLA, and KPI management.
• Experience handling high-severity incidents in 24x7 environments.

Leadership Skills

• Crisis management.
• Executive stakeholder management.
• Vendor management.
• Cross-functional team coordination.
• Strong decision-making under pressure.
• Conflict resolution and negotiation skills.

Communication Skills

• Excellent verbal and written communication.
• Executive-level reporting.
• Customer-facing incident management experience.
• Ability to manage large bridge calls involving multiple stakeholders.

Key Performance Indicators (KPIs)

• Major Incident SLA Compliance.
• Mean Time to Restore Service (MTTR).
• Communication SLA adherence.
• RCA/PIR completion rate.
• Repeat incident reduction.
• Customer Satisfaction (CSAT).
• Incident trend reduction.
• Governance and process compliance scores.

Experience & Qualifications

• Bachelor's degree in Engineering, Computer Science, Information Technology, or related field.
• 8-15+ years of IT Operations / Service Management experience.
• 3-5+ years in Major Incident Management leadership roles.
• ITIL Foundation/Intermediate/Managing Professional certification preferred.
• Experience managing enterprise customers in Banking, Financial Services, Telecom, Manufacturing, or Managed Services environments.