Project Manager
- India
Posted 3 days ago
About the role
Major Incident Manager - IT Service Management
Primary Skills
Good To Have Skills
Role
# of Pos
Grade
Bill rate
ITIL expertise; Major Incident, Problem, and Change Management; stakeholder management and communication
SLA / ITSM Governance
Major Incident Manager - IT Service Management
2
E3
Summary
- Experienced Major Incident Manager to manage, coordinate, and drive restoration for high priority incidents in a 24/7 support environment for a US healthcare provider. The role requires strong ITIL process knowledge, excellent communication, real-time coordination with technical towers, and the ability to provide clear executive-level updates during service disruptions.
- The candidate should manage operational governance across Incident, Service Request, Change, and Problem Management processes, drive SLA compliance, coordinate tower performance, and promote continuous service improvement.
Key Responsibilities
- Manage day-to-day ITSM operations across Incident, Service Request, Change, and Problem Management processes in alignment with ITIL best practices.
- Monitor SLA/SLR performance, ticket aging, backlog, queue health, and process compliance across multiple technical towers and support teams.
- Partner with tower leads, team leads, client stakeholders, and service desk teams to ensure timely ticket handling, escalation, and resolution.
- Prepare operational reports, executive summaries, service review inputs, trend analysis, and performance dashboards for leadership visibility.
- Drive process standardization, documentation, governance routines, and adherence to agreed service management procedures.
- Identify service risks, recurring issues, and performance gaps, and coordinate corrective actions through continuous service improvement initiatives.
- Support change governance, major incident alignment, problem follow-up, and cross-functional coordination during critical business impacts.
- Promote automation, reporting accuracy, and process efficiency using ITSM tools, Power BI, Power Automate, or equivalent platforms where applicable.
Required Qualifications
- Minimum 4 years of experience in IT Service Management, service delivery, IT operations governance, or managed services support.
- ITIL certification is required; practical knowledge of Incident, Service Request, Change, Problem, SLA, and Continual Improvement practices.
- Experience working in a 24/7 shift environment supporting US business hours or global operations.
- Strong experience with ticket queue monitoring, SLA governance, operational reporting, stakeholder communication, and escalation management.
- Hands-on experience with ITSM tools such as Ivanti, ServiceNow, BMC Remedy, Jira Service Management, or equivalent platforms.
- Strong analytical, documentation, communication, people coordination, and stakeholder management skills.
Preferred Skills
- Experience supporting a US healthcare provider, hospital system, or regulated enterprise environment is preferred.
- Knowledge of Power BI, Excel reporting, Power Automate, dashboarding, or service management automation is advantageous.
- Experience managing multi-tower environments such as Enterprise Technology, Network, Telephony, Business Applications, Data Engineering, Service Desk, ITSM, and Field Services.
- Additional certifications such as ITIL Practitioner/Managing Professional, AI Certifications, or Agile certifications are good to have.
Qualifications
B.E/ B Tech
Range of Year Experience-Min Year
5
Range of Year Experience-Max Year
8