Major Incident Management

Must-Have**

• Minimum 6 years of relevant experience in Major and Problem Management process.
• Deep understanding of ITIL processes, especially Incident, Problem, and Change Management.
• Ability to manage ITIL workflows in tools like ServiceNow, BMC Remedy, and similar platforms.
• Handling Priority 1 & 2 incidents, triaging, and ensuring SLA compliance.
• Skilled in Root Cause Analysis (RCA) and Post-Incident Reviews (PIR).
• Leading war rooms/bridge calls for real-time collaboration during outages.
• Coordinating cross-functional technical teams for rapid resolution.
• Proficiency in ServiceNow, Jira, and xMatters for alerts and escalations.
• Generating SLA and KPI reports (e.g., MTTR, incident trend analysis).
• Strong skills in drafting communication templates and status updates for internal and external stakeholders.
• Ability to manage vendor coordination during critical incidents.
• Expertise in identifying underlying causes of recurring incidents using methods like 5 Whys and trend analysis.
• Ability to interpret incident data, identify patterns, and predict potential issues for proactive management
• Strong knowledge of ITIL practices for reactive and proactive problem management.
• Understanding of infrastructure components, applications, and integrations to collaborate effectively with technical teams.
• Ensuring compliance with SLAs and implementing process improvements to reduce recurring issues.