Administrator - Incident Management, ServiceNow

Job Summary

The Crisis Management Cell (L2) Analyst is responsible for handling critical incidents (P1 / major incidents) by coordinating crisis cell activation, driving resolution, ensuring stakeholder communication, and restoring business services within SLA timelines.

This role acts as a central coordination point during crises, supporting service continuity and minimizing business impact.

Key Responsibilities

• 1. Crisis / Major Incident Management
• Support activation and management of Crisis Cell for Criticality 1 incidents.
• Ensure immediate acknowledgment, triage, and escalation of major incidents to relevant stakeholders. ________________________________________

Coordination & Stakeholder Management:

• Coordinate with:
  o Internal resolver teams (L1, L2, L3)
  o Customer stakeholders
  o Third-party vendors / OEMs
• Ensure reinforced coordination of SMEs during crisis resolution.
• Manage cross-region coordination for 24/7 incident coverage.

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Communication & Reporting:

• Provide frequent and structured updates to stakeholders via:
  o Email, bridge calls, dashboards
  o Crisis notifications (as per SLA communication cadence)
• Maintain real-time incident status visibility to avoid communication gaps.
• Prepare and circulate:
  o Situation reports (Sit Rep)
  o Incident summaries
  o Customer updates

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Escalation & Governance:

• Apply and enforce incident escalation procedures without delay.
• Ensure compliance with ITIL processes:
  o Incident Management
  o Major Incident Management (MIM)
  o Problem & Change linkage
• Facilitate war-room/bridge calls and ensure governance adherence

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Root Cause & Continuous Improvement:

• Support Root Cause Analysis (RCA) for critical incidents
• Collaborate with Problem Management teams to prevent recurrence
• Identify improvement opportunities for:
  o Incident resolution time
  o Communication efficiency
  o Crisis handling processes

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Documentation & Knowledge Management:

• Maintain:
  o Crisis logs
  o Incident timelines
  o Resolution documentation
• Ensure compliance with ITSM standards and audit requirements

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• Key KPIs / SLAs
• Crisis cell setup within defined SLA timelines (e.g., rapid activation expectations)
• Mean Time to Restore Service (MTRS)
• SLA adherence for P1 incidents
• Communication timeliness and accuracy
• Reduction in repeat critical incidents

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Skill Requirements

• Technical / Functional
• Strong understanding of ITIL processes (Incident, Problem, Change, MIM)
• Experience with Service Now ITSL tool
• Incident lifecycle and escalation management
• Behavioral
• Strong decision-making under pressure
• Excellent communication and stakeholder management
• Ability to coordinate multiple teams in real-time
• High sense of urgency and ownership

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• Experience & Qualification
• 3–5 years experience in:
  o IT Operations / Service Management
  o Major Incident / Crisis Management
• Prior exposure to global 24/7 operations environment

Other Requirements

Other Requirement : Major Incident Mgr, Process Mgmt, Major Incident Mgmt

Skill Requirement : Major Incident Mgr, Process Mgmt, Major Incident Mgmt