MIM Lead and Change Manager

RENOVISION AUTOMATION SERVICES PVT.LTD; Mumbai; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

RENOVISION AUTOMATION SERVICES PVT.LTD in Mumbai seeks an experienced Major Incident Manager to lead end-to-end incident response for critical IT services, coordinating cross-functional teams and communicating with stakeholders to restore operations swiftly and minimize business impact.

You will own incident lifecycle governance, drive MIRs and PIRs, supervise escalation and change approvals, and ensure SLA adherence using ServiceNow ITSM, with ITIL foundations and leadership experience.

Qualifications

• Bachelor's degree in engineering, Computer Science, or related field.
• ITIL Foundation/Intermediate certification preferred.
• Experience in Incident, Problem, and Change Management processes.
• Hands-on experience with ServiceNow or equivalent ITSM tools.

Responsibilities

• Lead end-to-end Major Incident Management process to restore critical IT services.
• Review and declare Major Incidents (P1/P2) and coordinate bridge calls/war rooms.
• Coordinate cross-functional technical teams for rapid resolution and SLA adherence.
• Provide timely updates to customers, business users, and leadership teams.

Skills

ITIL Incident Management

ITIL Problem Management

ITIL Change Management

Service Level Management

ServiceNow ITSM

Stakeholder Management

Crisis Communication

Leadership and Decision Making

Cross-functional Team Coordination

Education

Bachelor's degree in engineering/related field

ITIL Foundation/Intermediate certification

Experience in Incident, Problem, and Change Management

Tools

ServiceNow ITSM

Job description

Role Purpose

Lead the end-to-end Major Incident Management process to restore critical IT services as quickly as possible, minimize business impact, coordinate technical teams, and ensure effective communication with business and leadership stakeholders.

Key Responsibilities

Incident Management

• Review and assess critical incidents and alerts.
• Declare and manage Major Incidents (P1/P2 as applicable).
• Establish and lead incident bridge calls/war rooms.
• Coordinate cross-functional technical teams for rapid resolution.
• Drive service restoration within agreed SLA targets.

Stakeholder Communication

• Act as the single point of contact during major incidents.
• Provide timely updates to customers, business users, management, and leadership teams.
• Ensure communication accuracy, frequency, and consistency throughout the incident lifecycle.

Governance & Compliance

• Ensure adherence to Major Incident Management processes.
• Monitor SLA compliance and escalation timelines.
• Validate emergency change requirements and approvals.
• Maintain incident records and audit-ready documentation.

Post-Incident Activities

• Prepare Major Incident Reports (MIR).
• Conduct Post Incident Reviews (PIR).
• Drive Root Cause Analysis (RCA) with resolver teams.
• Track corrective and preventive actions to closure.

Required Skills

• ITIL Incident Management
• ITIL Problem Management
• ITIL Change Management
• Service Level Management
• ServiceNow ITSM
• Stakeholder Management
• Crisis Communication
• Leadership and Decision Making
• Cross-functional Team Coordination

Qualifications

• Bachelor’s degree in engineering, Computer Science, or related field.
• ITIL Foundation/Intermediate certification preferred.
• Experience in Incident, Problem, and Change Management processes.
• Hands-on experience with ServiceNow or equivalent ITSM tools.

4+ years with leadership of enterprise-wide major incidents

Key KPIs

• Major Incident SLA Compliance
• Mean Time to Restore Service (MTRS)
• Communication Timeliness & Accuracy
• RCA Completion within SLA
• Repeat Incident Reduction
• Customer Satisfaction (CSAT) during Major Incidents
• Emergency Change Success Rate