Major Incident Manager | ITIL | ServiceNow | Pune | 2+ Years

Major Incident Manager | IT Operations | ITIL Framework

Location: Pune

Experience: 2+ Years

CTC: Up to 6 LPA

Shift: Flexible / Rotational Shifts

Notice Period: Immediate to 30 Days Preferred

Qualification: Any Graduate

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Role Summary

We are looking for a proactive and detail-oriented Major Incident Manager to manage critical P1/P2 incidents and ensure rapid service restoration across enterprise IT environments. The ideal candidate should have strong experience in Incident Management, Service Delivery, IT Operations, stakeholder communication, and ITIL-based support processes.

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Key Responsibilities

Manage the complete lifecycle of Major Incidents (P1/P2) from identification through resolution.

Act as the Single Point of Contact (SPOC) during critical incidents and service outages.

Lead incident bridge calls and war room discussions with technical and business stakeholders.

Coordinate with cross-functional support teams to drive rapid incident resolution.

Provide timely status updates and executive communications during major incidents.

Ensure SLA and OLA compliance throughout the incident management process.

Conduct Root Cause Analysis (RCA) and track corrective and preventive actions.

Maintain incident reports, dashboards, logs, and governance documentation.

Identify recurring issues and collaborate with problem management teams for long-term resolution.

Support continuous improvement initiatives within IT Service Management processes.

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Required Skills

Major Incident Management

P1 / P2 Incident Handling

IT Operations

Service Delivery

Incident Governance

Root Cause Analysis (RCA)

Stakeholder Management

IT Service Management (ITSM)

Escalation Management

Crisis Communication

SLA & OLA Management

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Preferred Technical Skills

ServiceNow

Remedy

Jira

ITSM Tools

Monitoring & Alerting Platforms

Incident Reporting & Dashboarding

Change & Problem Management

Operational Governance

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Preferred Qualifications

ITIL Foundation Certification

IT Service Management Experience

NOC / Command Center Experience

Production Support Background

Infrastructure or Application Support Experience

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Desired Candidate Profile

2+ years of experience in Incident Management, Service Delivery, IT Operations, or Production Support.

Strong understanding of Major Incident Management processes.

Ability to manage high-pressure situations and critical outage scenarios.

Excellent communication and stakeholder management skills.

Experience leading bridge calls and coordinating multiple technical teams.

Strong analytical and problem-solving capabilities.

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Why Join

Work with enterprise-scale IT environments and global support teams.

Gain exposure to critical incident management and operational governance.

Opportunity to build expertise in ITSM, ITIL, and service excellence.

Strong career growth in Service Delivery and IT Operations leadership roles.

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White Horse Manpower Consultancy Private limited