Principal Associate - IT (IT Incident Manager)

<p></p><p><b>Job Description </b> </p> <p></p><p><b>JOB DESCRIPTION: </b><br /><b>Position Title: Major Incident Management Engineer<br /> Reporting To: ITISC FET Europe IT Manager<br /> Working Location: Coimbatore, India<br /> Shift Timings: 12PM to 9PM IST </b><br /> <br /> <b>Qualification: </b> Bachelor's degree or comparable education<br /> <br /> Minimum 5 years in IT infrastructure operations, service operations, incident management, or related support functions<br /> <br /> <b>Objective </b><br /> We are seeking a skilled and proactive Major Incident Management professional to own and drive the end-to-end Major Incident Management lifecycle in line with ITIL best practices. The role is responsible for coordinating the response to high-impact incidents, enabling rapid service restoration, ensuring effective stakeholder communication, and driving post-incident reviews to prevent recurrence. The position is critical to maintaining service stability, reducing business disruption, improving operational readiness, and strengthening IT service quality across infrastructure, cloud, compute, and network environments.<br /> <br /> <b>Key Responsibilities </b><br /> Own and manage the end-to-end Major Incident Management lifecycle, including detection, logging, impact assessment, escalation, coordination, resolution, closure, and post-incident follow-up.<br /> Act as the central coordination point during major incidents, ensuring the right technical teams, service owners, vendors, and stakeholders are engaged at the right time.<br /> Lead technical and operational bridge calls during major incidents, maintain focus on service restoration, and drive timely decision-making.<br /> Ensure accurate, timely, and professional communication to business stakeholders, IT leadership, service owners, and impacted users throughout the incident lifecycle.<br /> Assess incident priority, severity, impact, urgency, business risk, and service disruption in partnership with technical teams and service owners.<br /> Track major incident progress, document key actions, decisions, timelines, ownership, and recovery steps in the ITSM tool.<br /> Drive post-incident reviews and ensure RCA, lessons learned, and preventive actions are documented, assigned, and tracked to closure.<br /> Collaborate closely with Incident Management, Problem Management, Change Management, Service Owners, Infrastructure, Cloud, Compute, Network, Monitoring, and Service Desk teams.<br /> Monitor incident trends, recurring service disruptions, and operational risks to support continuous service improvement.<br /> Support the improvement of major incident processes, templates, communication standards, escalation matrices, dashboards, and governance reporting.<br /> Prepare executive summaries, incident timelines, PIR reports, RCA summaries, dashboards, and audit-ready documentation for leadership review.<br /> Ensure compliance with ITIL practices, internal governance expectations, and agreed operational procedures.<br /> Contribute to automation, monitoring, alerting, and knowledge-management improvements to reduce incident detection and response time.<br /> Maintain professional readiness to support high-priority incidents outside standard business hours when required.<br /> <b>Required Experience and Skills </b><br /> <br /> Minimum 5 years of experience in IT operations, infrastructure support, service operations, incident management, or cloud services.<br /> Proven experience coordinating major incidents or high-severity service disruptions in a global IT environment.<br /> Strong understanding of ITIL v3/v4 practices; ITIL certification is preferred.<br /> Experience working with ITSM platforms such as BMC Helix.<br /> Experience preparing incident reports, RCA summaries, PIR documentation, dashboards, and leadership communication.<br /> <b>Technology / Domain Knowledge </b><br /> Cloud platforms: AWS, Azure, or GCP.<br /> Compute and virtualization: VMware, Hyper-V, or equivalent platforms.<br /> Networking: LAN/WAN, firewalls, load balancers, DNS, VPN, and related infrastructure components.<br /> Storage, backup, monitoring, observability, and availability management concepts.<br /> Monitoring and observability tools such as Site24x7, Grafana, or equivalent solutions.<br /> Microsoft Office proficiency: Outlook, Word, Excel, and PowerPoint.<br /> Communication and Stakeholder Management<br /> Excellent written and verbal English communication skills.<br /> Ability to communicate clearly with technical teams, business stakeholders, leadership, and external vendors during high-pressure situations.<br /> Strong documentation discipline with attention to accuracy, timelines, decisions, and action ownership.<br /> Ability to remain structured, calm, and outcome-focused during business-critical incidents.<br /> </p><p><b>Key Performance Indicators (KPIs) </b> </p><p><br /> Major incident response and coordination effectiveness.<br /> Time to engage resolver groups and stakeholders.<br /> Time to restore service / MTTR for major incidents.<br /> Quality, timeliness, and accuracy of incident communication.<br /> Completion rate of PIR, RCA, and corrective actions.<br /> Reduction in recurrence of major incidents and high-impact disruptions.<br /> Accuracy and completeness of ITSM records and audit documentation.<br /> Stakeholder satisfaction with incident handling, communication, and follow-up.<br /> <b>Personal Skills </b><br /> Strong ownership and accountability<br /> Team player with collaborative mindset<br /> Smart worker and quick learner<br /> Analytical, structured, and methodical approach<br /> Ability to work under pressure and manage multiple priorities<br /> Willingness to support outside business hours on an ad hoc basis<br /> <b>What We Offer </b><br /> A collaborative and inclusive work environment<br /> Opportunities to work on global-scale IT infrastructure and service operations<br /> Continuous learning and professional development<br /> Competitive salary and benefits package<br /> Flexible work arrangements </p><p></p><p><b>Qualifications </b> </p> <p></p><p></p><p><b>Additional Information </b> </p> <p></p>