Major Incident Manager

Role overview

This role is based in Kolkata and focuses on major incident management within a service environment that operates around the clock. The position calls for someone who can coordinate response efforts, support recovery activities, and help restore services back to normal as quickly and smoothly as possible.

Responsibilities

• Lead decision-making during incident response, investigation, service recovery, and the return to normal operations.
• Work effectively in an SLA-driven, 24/7 support setup.
• Handle major incidents in a continuous support model with service-level commitments.
• Complete a post-incident review for every major incident.
• Run bridge calls and coordinate with all relevant stakeholders until the incident is resolved.
• Conduct stand-up calls with the customer to share updates on previously raised major incidents.
• Maintain accurate handover and takeover notes between incoming and outgoing shifts.

Experience

The role requires 4 to 8 years of experience.

Skills

Experience with MIM, incident coordination, SLA-based support, 24/7 operations, stakeholder management, post-incident review, shift handover, and customer communication.

Additional Information

Location: Kolkata, West Bengal, India.

Employment type: Full-time, onsite.