Track Lead - Critical Incident Management

Job Summary

Job Summary : The Major Incident Manager is responsible for leading the end‑to‑end management of high‑priority (P1/P2) incidents to ensure rapid service restoration with minimal business impact. The role involves coordinating cross‑functional teams, managing stakeholder communication, driving root cause analysis, and ensuring continuous service improvement aligned to ITIL best practices.

Job Responsibilities : Own and manage major incidents from identification to closure ensuring timely restoration of services. Act as Incident Commander, leading bridge calls and coordinating resolution across infrastructure, application, and vendor teams. Drive incident triage, prioritization, escalation, and decision-making during critical outages. Stakeholder Communication Provide real-time, clear, and structured communication to business stakeholders, clients, and leadership during incidents. Deliver executive-level updates, dashboards, and status reports during and after incidents. Coordination & Escalation Management Coordinate across L1/L2/L3 teams, SMEs, vendors, and third parties for effective issue resolution. Manage escalations within internal and external support organizations. Root Cause Analysis & Problem Management Ensure Root Cause Analysis (RCA) is completed within defined SLAs and documented thoroughly. Lead Post Incident Reviews (PIR) and drive preventive/corrective action plans Collaborate with Problem Management to eliminate recurring incidents. SLA & Governance Ensure adherence to SLA/OLA commitments for incident response and resolution timelines. Track and report incident KPIs, MTTR, SLA compliance, and trends to leadership. Continuous Improvement Drive incident reduction initiatives and process improvements. Conduct blameless post-mortems and implement preventive measures. Work with monitoring and alerting teams to proactively prevent high-severity incidents

Job Description : SLA compliance for P1/P2 incidents\\r\\n Mean Time to Resolution (MTTR)\\r\\nRCA completion within SLA\\r\\n Reduction in repeat incidents\\r\\n Customer satisfaction (CSAT)\\r\\n\\r\\n\\r\\n Work Environment\\r\\n\\r\\n24x7 operational environment with on-call support for critical incidents\\r\\n Regular interaction with global clients, leadership teams, and vendors

Key Responsibilities

NA

Skill Requirements

Strong experience in Major Incident Management / ITSM operations Deep understanding of ITIL (Incident, Problem, Change Management) Experience with ITSM tools (e.g., Service Now) Knowledge of SLA/KPI management, RCA, PIR frameworks

Other Requirements

Excellent communication and stakeholder management skills Strong decision-making under pressure Exceptional coordination and leadership abilities Analytical and problem-solving mindset