Posted 12 June, 2026
Incident Management
ClifyX
India
Full Time
Reference: 365_594563_26-01835
Job Description:
• The Major Incident Management position is a critical role within our organization, aimed at ensuring the swift and effective resolution of high-impact incidents that could disrupt service continuity and affect customer satisfaction.
• As a Major Incident Manager, you will be responsible for leading the incident management process, coordinating cross-functional teams, and utilizing best practices to minimize incident impact. Your primary objective will be to restore normal service operation as quickly as possible while maintaining communication with stakeholders throughout the incident lifecycle.
• In this role, you will be expected to analyze incident trends, propose preventive measures, and continuously improve the Major Incident Management process.
• You will work closely with technical teams, service delivery managers, and client representatives to ensure that the business continues to operate seamlessly, even in the face of significant disruptions.
• The ideal candidate will possess strong leadership skills, excellent communication abilities, and a deep understanding of IT service management principles.
• This position not only requires operational excellence but also the capacity to maintain a calm and strategic focus in high-pressure situations.
• If you are passionate about delivering exceptional service and enhancing operational resilience, we invite you to consider this opportunity to play a pivotal role in our incident management strategy.
• Lead and coordinate the endtoend management of major incidents to ensure rapid service restoration
• Act as the single point of contact (SPOC) during highseverity incidents.
• Drive bridge calls/war rooms, engage the right technical teams, and ensure timely updates.
• Communication & Stakeholder Management
• Provide timely, accurate, and businessfriendly communication to stakeholders, leadership, and customers.
• Issue Major Incident Notifications (MINs/Codeblue), interim updates, and service restoration summaries.
• Ensure communication timelines follow the organization's SLA/OLA.
• Incident Coordination & Technical Engagement
• Coordinate with crossfunctional teams (Infra, Network, Application, Security, Vendors, etc.).
• Validate impact, severity, and priority and ensure correct assignment.
• Escalate internally/externally to expedite resolution.
• The Major Incident Management position is a critical role within our organization, aimed at ensuring the swift and effective resolution of high-impact incidents that could disrupt service continuity and affect customer satisfaction.
• As a Major Incident Manager, you will be responsible for leading the incident management process, coordinating cross-functional teams, and utilizing best practices to minimize incident impact. Your primary objective will be to restore normal service operation as quickly as possible while maintaining communication with stakeholders throughout the incident lifecycle.
• In this role, you will be expected to analyze incident trends, propose preventive measures, and continuously improve the Major Incident Management process.
• You will work closely with technical teams, service delivery managers, and client representatives to ensure that the business continues to operate seamlessly, even in the face of significant disruptions.
• The ideal candidate will possess strong leadership skills, excellent communication abilities, and a deep understanding of IT service management principles.
• This position not only requires operational excellence but also the capacity to maintain a calm and strategic focus in high-pressure situations.
• If you are passionate about delivering exceptional service and enhancing operational resilience, we invite you to consider this opportunity to play a pivotal role in our incident management strategy.
• Lead and coordinate the endtoend management of major incidents to ensure rapid service restoration
• Act as the single point of contact (SPOC) during highseverity incidents.
• Drive bridge calls/war rooms, engage the right technical teams, and ensure timely updates.
• Communication & Stakeholder Management
• Provide timely, accurate, and businessfriendly communication to stakeholders, leadership, and customers.
• Issue Major Incident Notifications (MINs/Codeblue), interim updates, and service restoration summaries.
• Ensure communication timelines follow the organization's SLA/OLA.
• Incident Coordination & Technical Engagement
• Coordinate with crossfunctional teams (Infra, Network, Application, Security, Vendors, etc.).
• Validate impact, severity, and priority and ensure correct assignment.
• Escalate internally/externally to expedite resolution.
