Posted 29 May, 2026
Major incident Management - Incident Management
NR Consulting - India
Chennai, Karnataka, IN
Full Time
Reference: 26-05581-2220-1
Title: Major incident Management - Incident Management
Location: Chennai
Exp: 6+ years
Job Description:Role Descriptions: Desired Competencies (Technical / Behavioral Competency)Must-Have (Ideally should not be more than 35)Major Incident Management (End-to-End ownership)ITIL Framework Incident| Problem & Change ManagementStrong Incident Triage| Prioritization & Escalation skillsServiceNow (or equivalent ITSM tool) Incident handling & reportingCrisis Management & High-Pressure Decision MakingExcellent Stakeholder Communication & CoordinationGood-To-HaveRoot Cause Analysis (RCA) & Post-Incident Review facilitationExperience working with Infra| Application & Vendor teamsKnowledge of SLA| OLA & KPI managementReporting & Trend Analysis for Major IncidentsExperience in 247 Operations / On-call Support models________________________________________Responsibility of / Expectations from the RoleAct as the single point of ownership for all Major Incidents (P1/P2) from identification to closure.Lead and coordinate bridge calls involving multiple resolver groups (Infrastructure| Applications| Network| Security| Vendors).Ensure timely restoration of services with minimal business impact by driving focused troubleshooting and recovery actions.Perform incident triage| impact assessment| prioritization| and escalation as per defined ITIL processes.Provide clear| timely| and accurate communication to business stakeholders| leadership| and support teams during incidents.Ensure SLA adherence for major incidents and track milestones throughout the incident lifecycle.Drive and facilitate Root Cause Analysis (RCA) and Post-Incident Review (PIR) meetings.Ensure quality documentation of incident timelines| actions taken| root cause| and corrective/preventive actions.Work closely with Problem Management to identify recurring issues and support long-term remediation.Maintain and continuously improve Major Incident Management processes| runbooks| and communication templates.Generate and share on-demand and periodic reports on major incidents| trends| and improvement areas.Participate in on-call / rotational support as per operational requirements.Dedicated Client Support using ITIL best_toggle practices and effective communication skills.Ensure compliance with organizational audit| governance| and reporting standards.________________________________________
Essential Skills: Desired Competencies (Technical / Behavioral Competency)Must-Have (Ideally should not be more than 3–5)• Major Incident Management (End-to-End ownership)• ITIL Framework – Incident, Problem & Change Management• Strong Incident Triage, Prioritization & Escalation skills• ServiceNow (or equivalent ITSM tool) – Incident handling & reporting• Crisis Management & High-Pressure Decision Making• Excellent Stakeholder Communication & CoordinationGood-To-Have• Root Cause Analysis (RCA) & Post-Incident Review facilitation• Experience working with Infra, Application & Vendor teams• Knowledge of SLA, OLA & KPI management• Reporting & Trend Analysis for Major Incidents• Experience in 24×7 Operations / On-call Support models________________________________________Responsibility of / Expectations from the Role• Act as the single point of ownership for all Major Incidents (P1/P2) from identification to closure.• Lead and coordinate bridge calls involving multiple resolver groups (Infrastructure, Applications, Network, Security, Vendors).• Ensure timely restoration of services with minimal business impact by driving focused troubleshooting and recovery actions.• Perform incident triage, impact assessment, prioritization, and escalation as per defined ITIL processes.• Provide clear, timely, and accurate communication to business stakeholders, leadership, and support teams during incidents.• Ensure SLA adherence for major incidents and track milestones throughout the incident lifecycle.• Drive and facilitate Root Cause Analysis (RCA) and Post-Incident Review (PIR) meetings.• Ensure quality documentation of incident timelines, actions taken, root cause, and corrective/preventive actions.• Work closely with Problem Management to identify recurring issues and support long-term remediation.• Maintain and continuously improve Major Incident Management processes, runbooks, and communication templates.• Generate and share on-demand and periodic reports on major incidents, trends, and improvement areas.• Participate in on-call / rotational support as per operational requirements.• Dedicated Client Support using ITIL best_toggle practices and effective communication skills.• Ensure compliance with organizational audit, governance, and reporting standards.________________________________________
Skill: Incident Management
Location: Chennai
Exp: 6+ years
Job Description:Role Descriptions: Desired Competencies (Technical / Behavioral Competency)Must-Have (Ideally should not be more than 35)Major Incident Management (End-to-End ownership)ITIL Framework Incident| Problem & Change ManagementStrong Incident Triage| Prioritization & Escalation skillsServiceNow (or equivalent ITSM tool) Incident handling & reportingCrisis Management & High-Pressure Decision MakingExcellent Stakeholder Communication & CoordinationGood-To-HaveRoot Cause Analysis (RCA) & Post-Incident Review facilitationExperience working with Infra| Application & Vendor teamsKnowledge of SLA| OLA & KPI managementReporting & Trend Analysis for Major IncidentsExperience in 247 Operations / On-call Support models________________________________________Responsibility of / Expectations from the RoleAct as the single point of ownership for all Major Incidents (P1/P2) from identification to closure.Lead and coordinate bridge calls involving multiple resolver groups (Infrastructure| Applications| Network| Security| Vendors).Ensure timely restoration of services with minimal business impact by driving focused troubleshooting and recovery actions.Perform incident triage| impact assessment| prioritization| and escalation as per defined ITIL processes.Provide clear| timely| and accurate communication to business stakeholders| leadership| and support teams during incidents.Ensure SLA adherence for major incidents and track milestones throughout the incident lifecycle.Drive and facilitate Root Cause Analysis (RCA) and Post-Incident Review (PIR) meetings.Ensure quality documentation of incident timelines| actions taken| root cause| and corrective/preventive actions.Work closely with Problem Management to identify recurring issues and support long-term remediation.Maintain and continuously improve Major Incident Management processes| runbooks| and communication templates.Generate and share on-demand and periodic reports on major incidents| trends| and improvement areas.Participate in on-call / rotational support as per operational requirements.Dedicated Client Support using ITIL best_toggle practices and effective communication skills.Ensure compliance with organizational audit| governance| and reporting standards.________________________________________
Essential Skills: Desired Competencies (Technical / Behavioral Competency)Must-Have (Ideally should not be more than 3–5)• Major Incident Management (End-to-End ownership)• ITIL Framework – Incident, Problem & Change Management• Strong Incident Triage, Prioritization & Escalation skills• ServiceNow (or equivalent ITSM tool) – Incident handling & reporting• Crisis Management & High-Pressure Decision Making• Excellent Stakeholder Communication & CoordinationGood-To-Have• Root Cause Analysis (RCA) & Post-Incident Review facilitation• Experience working with Infra, Application & Vendor teams• Knowledge of SLA, OLA & KPI management• Reporting & Trend Analysis for Major Incidents• Experience in 24×7 Operations / On-call Support models________________________________________Responsibility of / Expectations from the Role• Act as the single point of ownership for all Major Incidents (P1/P2) from identification to closure.• Lead and coordinate bridge calls involving multiple resolver groups (Infrastructure, Applications, Network, Security, Vendors).• Ensure timely restoration of services with minimal business impact by driving focused troubleshooting and recovery actions.• Perform incident triage, impact assessment, prioritization, and escalation as per defined ITIL processes.• Provide clear, timely, and accurate communication to business stakeholders, leadership, and support teams during incidents.• Ensure SLA adherence for major incidents and track milestones throughout the incident lifecycle.• Drive and facilitate Root Cause Analysis (RCA) and Post-Incident Review (PIR) meetings.• Ensure quality documentation of incident timelines, actions taken, root cause, and corrective/preventive actions.• Work closely with Problem Management to identify recurring issues and support long-term remediation.• Maintain and continuously improve Major Incident Management processes, runbooks, and communication templates.• Generate and share on-demand and periodic reports on major incidents, trends, and improvement areas.• Participate in on-call / rotational support as per operational requirements.• Dedicated Client Support using ITIL best_toggle practices and effective communication skills.• Ensure compliance with organizational audit, governance, and reporting standards.________________________________________
Skill: Incident Management
