Itsm - MIM

Job description

Key Responsibilities

• Lead and manage Major Incidents end-to-end in line with ITIL/ITSM processes
• Act as the single point of coordination during critical incidents
• Facilitate bridge calls and ensure timely communication to stakeholders
• Drive root cause analysis (RCA) and post-incident reviews Ensure SLA adherence and continuous improvement of incident management processes
• Collaborate with technical, business, and vendor teams for resolution Required Skills & Experience: 6–15 years of experience in IT Service Management / Incident Management
• Strong hands-on experience in Major Incident Management (MIM) Good knowledge of ITIL framework (ITIL certification preferred) Experience working with ITSM tools such as ServiceNow, Remedy, or similar
• Strong communication, coordination, and stakeholder management skills

Qualifications

BACHELOR OF ENGINEERING