Major Incident Manager

Major Incident Manager (MIM)

Responsibilities

The Major Incident Manager plays a highly visible and business-critical role, acting as the central command and control point during high-impact incidents that affect key customers. The position is responsible for ensuring rapid recovery, minimizing downtime, and coordinating all stakeholders throughout the incident lifecycle.

Key responsibilities include:

• Rapid Detection & Classification: Quickly identifying, logging, and classifying major incidents based on urgency and business impact.
• Resource Mobilization: Activating and escalating to appropriate technical teams, vendors, and external partners to drive swift incident resolution.
• Troubleshooting Support: Performing basic technical checks and coordinating onsite connectivity verification to aid diagnosis.
• Roadblock Removal: Monitoring incident progress, identifying bottlenecks, and clearing obstacles to ensure timely restoration.
• Post-Incident Governance: Preparing high-quality RCA (Root Cause Analysis), RFO (Reason for Outage), and driving post-crisis action items.
• Central Liaison: Acting as the single point of contact throughout the incident, ensuring all teams remain aligned and informed.
• Stakeholder Management: Managing cross-functional communication among technical teams, leadership, and external stakeholders.
• Executive Communication: Delivering clear, timely, and tailored updates to senior leadership and impacted users
• Crisis Leadership: Inspiring confidence and guiding cross-functional teams through high-pressure, high-impact situations.
• Decision-Making: Assessing complex issues quickly and making informed decisions with limited information.
• Documentation & Organization: Ensuring accurate records, prioritizing tasks effectively during incidents, and maintaining detailed reporting. 

Requirements

• Experience: 5–10 years of progressive experience in Major Incident Management, with demonstrated exposure to handling high-severity incidents.
• Framework Knowledge: Strong understanding of ITIL principles, particularly Incident Management and Problem Management processes.
• Technical Skills: Basic to intermediate knowledge of key network technologies, including ILL, VPN, transmission, and SD-WAN.
• Education: Degree or Diploma, preferably in BTech or a related technical field. ITIL or relevant network/technical certifications are an advantage.
• Communication Skills: Ability to articulate complex technical updates clearly and concisely across both technical and executive audiences.
• Leadership Qualities: Crisis leadership capabilities, strong judgement, conflict resolution skills, and the ability to maintain composure under pressure.
• Interpersonal Skills: Diplomacy, empathy, and the ability to manage diverse stakeholder expectations during stressful events.
• Organizational Skills: High attention to detail, strong prioritization abilities, and a disciplined approach to documentation and follow-through.