Infosys—CISAMRMFRE-ITIL-JL4

Job description

Description: • Manage and coordinate Major Incidents (P1/P2) through their entire lifecycle until resolution. • Lead incident bridge calls and drive technical teams toward service restoration within agreed SLAs. • Assess incident impact, severity, and business priority to ensure appropriate escalation. • Coordinate cross-functional teams including Infrastructure, Network, Application, Security, Cloud, and Vendor support teams. • Provide clear and timely communications to business stakeholders, leadership, and affected users. • Monitor incident progress, remove roadblocks, and ensure accountability for resolution actions. • Facilitate technical and management escalations when required. • Ensure incident records are accurately documented in ITSM tools such as ServiceNow. • Conduct post-incident reviews (PIRs) and Root Cause Analysis (RCA) meetings. • Track corrective and preventive actions arising from major incidents. • Analyze incident trends and recommend process improvements to reduce recurring incidents. • Maintain and improve Major Incident Management procedures, playbooks, and communication templates. • Support problem management activities and drive service reliability improvements. • Strong understanding of ITIL Incident Management and Service Management practices. • Experience managing critical production incidents in complex enterprise environments. • Excellent stakeholder management and communication skills. • Strong leadership, decision-making, and crisis management abilities. Note: Candidate should have prior experience working as a Major Incident Manager. • Ability to work under pressure and manage multiple priorities simultaneously. • Knowledge of Cloud platforms (Azure, AWS, GCP), Networking, Infrastructure, and Enterprise Applications is preferred. • Knowledge of monitoring & observability tools. • Open to working in a 24x7 shift model, including rotational shifts, weekends, holidays, and on-call schedules as required to support critical business operations and major incidents. • Should be able to understand KPIs like MTTR, SLA Compliance Rate, Quality of Stakeholder Communications etc Responsibilities: • Manage and coordinate Major Incidents (P1/P2) through their entire lifecycle until resolution. • Lead incident bridge calls and drive technical teams toward service restoration within agreed SLAs. • Assess incident impact, severity, and business priority to ensure appropriate escalation. • Coordinate cross-functional teams including Infrastructure, Network, Application, Security, Cloud, and Vendor support teams. • Provide clear and timely communications to business stakeholders, leadership, and affected users. • Monitor incident progress, remove roadblocks, and ensure accountability for resolution actions. • Facilitate technical and management escalations when required. • Ensure incident records are accurately documented in ITSM tools such as ServiceNow. • Conduct post-incident reviews (PIRs) and Root Cause Analysis (RCA) meetings. • Track corrective and preventive actions arising from major incidents. • Analyze incident trends and recommend process improvements to reduce recurring incidents. • Maintain and improve Major Incident Management procedures, playbooks, and communication templates. • Support problem management activities and drive service reliability improvements. • Strong understanding of ITIL Incident Management and Service Management practices. • Experience managing critical production incidents in complex enterprise environments. • Excellent stakeholder management and communication skills. • Strong leadership, decision-making, and crisis management abilities. Note: Candidate should have prior experience working as a Major Incident Manager. • Ability to work under pressure and manage multiple priorities simultaneously. • Knowledge of Cloud platforms (Azure, AWS, GCP), Networking, Infrastructure, and Enterprise Applications is preferred. • Knowledge of monitoring & observability tools. • Open to working in a 24x7 shift model, including rotational shifts, weekends, holidays, and on-call schedules as required to support critical business operations and major incidents. • Should be able to understand KPIs like MTTR, SLA Compliance Rate, Quality of Stakeholder Communications etc