Major Incident Manager

Dear Candidates,

We are hiring for the Position "Major Incident Management" for Noida location.

• Location: Noida; Sector-135
• Working Days: 6 days (rotational shift)
• Company: Intellioz
• Notice Period: Immediate to 30 Days

Key Responsibilities

• Own and lead all P1/P2 Major Incidents related to Data Center operations.

• Act as the Incident Commander, chairing Major Incident bridges and driving resolution.

• Validate incident classification, scope, severity, and business impact.

• Drive coordinated recovery across:

• Data Center Facilities (Power, Cooling, Physical Security)

• Compute, Storage, Backup, Virtualization

• Network (LAN/WAN, MPLS, Firewalls)

• Cloud & Hybrid Infrastructure

• Ensure clear ownership, task tracking, and decisionmaking across technical teams and vendors.

• Serve as Single Point of Contact (SPOC) during Major Incidents.

• Deliver timely, accurate, and consistent:

• Executive updates

• Business impact notifications

• Customer communications

• Translate technical status into businessrelevant messaging.

• Lead Data Center crisis scenarios, including site outages and largescale service disruptions.

• Engage Disaster Recovery (DR) and continuity providers where required.

• Ensure adherence to escalation matrices and crisis protocols.

• Own and ensure quality of:

• Incident timelines and chronologies

• Bridge transcripts

• Executive summaries

• PostIncident Reviews (PIR)

• Ensure complete and accurate updates in ITSM tools.

• Interface with Problem Management for RCA initiation and closure.

• Ensure RCA quality, CAPA tracking, and preventive actions.

• Conduct audits and drive improvements in Major Incident handling and readiness.

• Mentor Incident Managers and Service Coordinators.

• Validate oncall readiness, notification mechanisms, and escalation effectiveness.

• Participate in governance, operational reviews, and service improvement initiatives.

• Mean Time to Restore Service (MTTR)

• SLA / OLA adherence for P1/P2 incidents

• Quality and timeliness of executive communications

• RCA completion and acceptance rates

• Reduction in repeat / recurring incidents

• Stakeholder and customer satisfaction scores