Incident Manager
- Posted 12 days ago
- Be among the first 10 applicants
Job Description
The Major Incident Manager (MIM) is responsible for end-to-end management of significant production incidents (P1/P2) , ensuring minimal business disruption, strict SLA adherence, and effective stakeholder communication aligned to ITIL-based Major Incident Management practices.
Key Responsibilities
Key Responsibilities
- Lead Major Incident Management (P1/P2) with complete ownership of the incident lifecycle.
- Establish command-and-control to drive MTTR-focused incident resolution.
- Initiate and chair Major Incident bridge / SWAT calls involving application, infrastructure, network, and vendor teams.
- Ensure accurate incident severity classification, escalation, and stakeholder communication.
- Provide initial, periodic (hourly), and closure communications to business and IT stakeholders.
- Perform EOD handover and manage cross-region incident ownership transitions where applicable.
- Drive Post Incident Reviews (PIR) and ensure Root Cause Analysis (RCA) / Problem Records are created and tracked.
- Produce weekly and monthly incident governance dashboards and heatmaps.
- Coordinate with Change Management for Emergency Changes identified during RCA.
- Acknowledge P1/P2 incidents within 30 minutes.
- Initiate bridge calls and engage stakeholders within 30 minutes.
- Provide hourly progress updates until resolution.
- Complete PIR within 24 hours and Problem Records within 48 hours.
- Adhere to Cognizant RTB and client-specific SLA requirements.
- ServiceNow / HP Service Manager (HPSM)
- Production incident tracking and governance reporting tools
- Strong experience in Major Incident Management within BFS or enterprise environments.
- In-depth knowledge of ITIL-based ITSM processes (Incident, Change, Problem).
- Excellent written and verbal stakeholder communication skills.
- Experience managing 24x7 production support incidents.
- Strong documentation skills for incident logs, RCA, and reporting.
- ITIL v3 / ITIL v4 Certification
- Banking / Financial Services production support experience
- Exposure to multi-vendor and multi-region delivery models
More Info
Key Skills
Production incident tracking and governance reporting tools
ITIL-based ITSM processes
About Company
Skills:
HP Service Manager (HPSM), Servicenow, Change Management, Incident Management, Major Incident Management, ITIL-based ITSM processes, Production incident tracking and governance reporting tools
Skills:
Incident Management, Major Incident Management, Itil, ITSM frameworks, Service Desk Operations, Escalation Management
Skills:
Unix, Windows OS, Servicenow, Itsm, Networking, Itil Service Management, Middleware, JIRA, Databases, Incident Management, Problem Management, Auditing, Evidence Management, Trend Analysis, Root Cause Analysis, Management Reporting, KPI, Continuous Improvement, Remedy, Process Documentation
Skills:
MS Excel (including macros), End-of-Day (EOD) batch scheduling, Servicenow, Unix, BMC Remedy, Middleware, Itil, Storage, Linux, BMC Helix, Network, Application Support, Powerpoint