Track Manager (Tools & Automation)

About the role

Role Summary The Major Incident Manager is responsible for leading the end-to-end management of critical incidents impacting business services and IT operations. The role ensures timely restoration of services through effective coordination, escalation management, stakeholder communication, and adherence to ITIL-based Incident Management processes.

What you'll do

• Lead and manage P1/P2 incidents from identification through resolution and closure
• Coordinate technical teams, vendors, and business stakeholders during major incidents
• Facilitate Major Incident bridge calls and ensure effective communication among all stakeholders
• Drive incident resolution efforts and ensure adherence to agreed SLAs
• Assess business impact, identify risks, and determine appropriate escalation paths

What you need

• ITIL
• JIRA
• ServiceNow
• Communication
• Root cause analysis
• Escalation handling
• B.Tech or B.E. or B.Sc or BCA

Good to have

• AWS
• Azure