Major Incident Manager / IT Incident Manager

Location: Alexandra Building

Contract Duration: 12 Months

Experience: 4+ years of relevant experience

Job Summary

We are looking for an experienced Major Incident Manager / IT Incident Manager to support a large-scale enterprise technology environment.

The role will be responsible for managing major and critical technology incidents end-to-end, coordinating application and infrastructure teams, driving timely service restoration, managing stakeholder communications, and supporting Problem Management and Root Cause Analysis activities.

Candidates from Major Incident Management, IT Service Management, Production Support, Application Support, Service Operations or Technology Operations backgrounds are encouraged to apply.

Key Responsibilities

• Manage Major / Critical IT Incidents (P1/P2) from identification through service restoration and closure.
• Take end-to-end ownership of major incidents with a focus on minimizing business and service disruption.
• Lead incident bridge calls and coordinate application, infrastructure, network, database, middleware and operations teams.
• Establish clear command and control during critical production incidents.
• Ensure timely incident recognition, logging, assignment, tracking, escalation and resolution.
• Coordinate technical teams to identify workarounds and temporary solutions where immediate permanent resolution is not possible.
• Provide clear and timely incident updates to business stakeholders, technology teams and management.
• Maintain accurate incident timelines, business impact, recovery actions and resolution details in ITSM/ticketing systems.
• Manage escalation of critical and unresolved incidents to appropriate technical and management teams.
• Conduct and participate in Post-Incident Reviews, Root Cause Analysis (RCA) and Problem Management activities.
• Track problem tickets, corrective actions and preventive actions through closure.
• Apply structured problem-solving techniques such as 5 Whys and Fishbone Analysis.
• Identify recurring incidents, trends and opportunities for service improvement.
• Track incident KPIs including impact, restoration time, resolution duration and recurring incidents.
• Prepare incident reports, operational dashboards, management presentations and audit-related reports.
• Ensure compliance with Incident Management, Problem Management and IT Service Management processes and standards.

Requirements

• 4+ years of relevant IT experience in Incident Management, Major Incident Management, Problem Management, Production/Application Support, IT Service Management or Technology Operations.
• ITIL certification is required.
• Experience handling or coordinating P1/P2, critical or major production incidents.
• Good understanding of enterprise application and/or infrastructure environments.
• Experience working with ITSM/ticketing tools such as BMC Remedy, BMC Helix, ServiceNow or equivalent.
• Understanding of Incident Management, Problem Management, RCA and ITIL processes.
• Strong stakeholder management and communication skills.
• Ability to coordinate multiple technical teams during high-pressure production incidents.
• Good analytical, documentation and reporting skills.
• Working knowledge of Excel and PowerPoint.

Good to Have

• Banking or financial services experience.
• Application or Production Support experience.
• Knowledge of EOD / batch processing.
• Exposure to Unix/Linux, network, storage or infrastructure environments.
• Understanding of web, application and middleware services.
• Knowledge of payment systems or payment processing flows.
• Experience with operational, management, audit or regulatory reporting.

Candidates with strong Major Incident / Incident Management experience who may not have exposure to every technology or banking domain listed above are encouraged to apply.

Interested candidates are kindly requested to email their CV with their experience to sandeep.sringeripai@global.ntt

We look forward to your application!