Major Incident Manager
Hybrid · Pune, Maharashtra, India
Job Summary
Lead and manage bridge calls to expedite incident resolution and drive improvements in incident and problem management. Coordinate resources, provide regular status updates to IT leadership and customers, and work to reduce MTTR while increasing MTBF. Facilitate daily operations meetings for major incidents, emergencies, and changes; collaborate with ITSM teams on P1/P2 incidents; maintain disciplined ticketing practices; escalate critical incidents as needed and coordinate with the CISO on security operations. Participate in on-call rotations and support Rockwell’s Hybrid schedule in Pune, India. Requires ITIL Foundations V3/V4, 3-5 years of relevant experience in IT incidents/changes/problems in a global context, vendor/ MSP collaboration experience, strong analytical skills, and excellent English communication.
Required Qualifications
- ITIL Foundations V3 or V4 Certification
- Proven leadership abilities in managing cross-functional tasks (vendors and MSPs)
- 3-5 years equivalent experience in IT incidents, changes, or problems within a global organization
- Proficient in analytical tools related to Incident, Change, and Problem Management
- Solid understanding of IT Operations and core systems
- Excellent verbal and written English communication skills
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