Associate Major Incident Management
HybridGurugram, Haryana, India or Gurgaon, Uttar Pradesh, Republic of India
Job Summary
Perform initial triage of reported incidents, assessing business impact, urgency, and priority. Coordinate service restoration by engaging resolver teams, application support, and infrastructure stakeholders to drive resolution. Facilitate bridge calls, monitor progress, and maintain accurate incident records including timelines, impact assessments, and workarounds. Deliver timely stakeholder communications and escalate incidents appropriately when risk or recovery timelines require additional attention. Support post-incident reviews and contribute to root cause analysis activities. Participate in a 24x7 operational support environment with rotational shifts, weekends, and holidays as necessary. Adhere to ITIL best practices and organizational processes while identifying recurring incidents for continuous service improvement.
Required Qualifications
- Bachelor's degree in any discipline
- Minimum 2 years of experience in Major Incident Management, Incident Coordination, or a related IT Operations role
- Experience with ITSM platforms such as ServiceNow
- Understanding of the ITIL Incident Management lifecycle
- Ability to think and respond quickly during critical incidents
- Strong sense of ownership, accountability, and urgency in incident management
- Excellent verbal and written communication skills
- Proven ability to multitask across incident coordination, stakeholder engagement, documentation, and follow-up activities
- Strong active listening and information-gathering skills
- Ability to remain composed and effective in high-pressure environments
- Analytical mindset with strong problem-solving abilities and attention to detail
- Experience following structured processes and making appropriate escalation decisions
- Foundational knowledge of IT infrastructure components, including applications, servers, operating systems, networking, and enterprise support environments
- Ability to work independently in a fast-paced and dynamic operational environment
- ITIL V3 or ITIL 4 Foundation certification
- Good understanding of ITIL concepts
- Hybrid work model - 24x7 support with rotational shifts
Desired Qualifications
- Familiarity with Change Management and Problem Management practices
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