Track Lead - Critical Incident Management

About the role

Major Incident Manager (L3) Common Services – Major Incident Management Location: Hyderabad / Bangalore Experience: 10–12 Years Role Summary The Major Incident Manager will be responsible for leading the Major Incident Management function, ensuring rapid restoration of critical business services during high-priority incidents.

What you'll do

• Lead and manage Major Incidents (P1/P2) from identification through service restoration and closure
• Drive incident bridge calls, coordinate technical resolver teams, and ensure timely progress towards resolution
• Act as a central point of communication between technical teams, business stakeholders, service managers, and leadership
• Ensure appropriate escalation of incidents based on severity, business impact, and service criticality
• Facilitate effective collaboration across infrastructure, cloud, network, security, workplace, and application support teams

What you need

• 10–12 yrs of experience
• Root cause analysis
• ITIL
• Network security
• Escalation handling
• Power BI
• ServiceNow
• Any graduate