Lead Administrator (Support &Operations)

Job Summary

The Major Incident Manager (L2) is responsible for leading the end-to-end Major Incident Management process to restore critical business services within agreed SLAs. The role serves as the central coordinator during high-priority incidents, driving technical teams, stakeholder communication, service restoration, RCA tracking, and continuous service improvement.

Key Responsibilities

Major Incident Management

• Own and manage the lifecycle of P1/P2 Major Incidents.

• Lead Major Incident bridges and war-room calls.

• Coordinate technical resolver groups, vendors, and third-party teams during service outages.

• Ensure rapid service restoration while minimizing business impact.

• Drive incident prioritization, escalation, and resolution activities.

• Monitor adherence to SLAs and service restoration targets.

• Maintain real-time communication with business stakeholders and leadership teams.

• Ensure proper incident documentation and closure.

Incident Coordination & Escalation

• Act as the single point of contact during critical incidents.

• Escalate unresolved issues to appropriate technical and management teams.

• Facilitate cross-functional collaboration among support teams.

• Manage customer communication during critical outages.

• Track action items and restoration progress until service recovery.

Root Cause Analysis (RCA)

• Coordinate Post Incident Reviews (PIRs).

• Drive RCA completion within defined timelines.

• Track preventive and corrective actions to closure.

• Identify recurring incidents and initiate problem management activities.

• Recommend service improvements to reduce future incidents.

ITIL Process Governance

• Ensure adherence to:

Incident Management

• Major Incident Management

• Problem Management

• Change Management

• Service Request Management

• Support CAB reviews for incidents involving emergency changes.

• Maintain audit-ready documentation and compliance evidence.

Reporting & Analytics

• Publish Major Incident Reports and Executive Summaries.

• Track and report:

MTTR (Mean Time to Restore)

• Incident Volume

• SLA Achievement

• Recurring Incident Trends

• Business Impact Metrics

• Develop dashboards and governance reports.

Skill Requirements

ITSM Platforms

• Service Now (Preferred)

• BMC Remedy

• Jira Service Management

• Ivanti

• Cherwell

Monitoring & Collaboration Tools

• Dynatrace

• App Dynamics

• Splunk

• Solar Winds

• Microsoft Teams

• Zoom

Infrastructure Understanding

• Windows & Linux Platforms

• Network Infrastructure

• Data Center Operations

• Cloud Services (Azure, AWS, GCP)

• Database Technologies

• Storage & Backup Solutions

--- ## Required Skills

• Strong understanding of ITIL Framework.

• Experience handling P1/P2 Major Incidents.

• Excellent stakeholder and customer management skills.

• Strong communication and bridge-call moderation skills.

• Ability to work in high-pressure environments.

• Strong analytical and problem-solving capabilities.

• Experience coordinating cross-functional technical teams.

• Understanding of change, problem, and configuration management processes.

Other Requirements

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