Major Incident Manager

We are seeking an experienced Major Incident Manager (MIM) to lead and coordinate the resolution of critical IT incidents impacting business operations. The ideal candidate will have strong experience in Incident Management, ITIL processes, stakeholder communication, service restoration, and driving root cause analysis in a 24x7 production environment.

Key Responsibilities

• Lead and manage Major Incidents (P1/P2) from identification through resolution.
• Act as the central point of coordination during critical production incidents.
• Facilitate incident bridge calls (war rooms) involving technical teams, vendors, and business stakeholders.
• Ensure timely communication of incident status, business impact, and recovery progress to leadership and stakeholders.
• Coordinate cross-functional teams including Infrastructure, Network, Application Support, Cloud Operations, and Security team.