MIM Lead

Role & responsibilities

Only Male Candidates.

Major Incident Management (MIM) Lead

Role Summary

The Major Incident Management Lead is responsible for leading the Major Incident Management function, ensuring rapid restoration of critical business services, minimizing business impact, and driving operational excellence through effective incident governance, communication, escalation management, and post-incident reviews.

The role acts as the single point of accountability for P1/P2 incidents, coordinating cross-functional technical teams, business stakeholders, vendors, and leadership teams throughout the incident lifecycle.

Key Responsibilities

Major Incident Management

• Lead and manage all Priority 1 and Priority 2 incidents from initiation through service restoration.
• Establish and drive major incident bridge calls.
• Coordinate technical teams, application teams, infrastructure teams, and third-party vendors during service disruptions.
• Ensure timely engagement of SMEs and support groups.
• Drive swift decision-making to minimize business impact.

Stakeholder Communication

• Provide timely, accurate, and audience-appropriate incident communications.
• Deliver executive updates to senior leadership and customer stakeholders.
• Ensure adherence to communication timelines and escalation protocols.
• Manage customer expectations during critical outages.

Governance & Escalation Management

• Own the Major Incident Management process and ensure ITIL compliance.
• Monitor incident progress against SLA commitments.
• Execute hierarchical and technical escalations when required.
• Ensure ticket hygiene, documentation accuracy, and process adherence.

RCA & Problem Management

• Facilitate Post Incident Reviews (PIRs) and Root Cause Analysis (RCA) discussions.
• Review RCA quality and ensure corrective actions are identified.
• Track preventive and corrective actions to closure.
• Partner with Problem Management teams to eliminate recurring incidents.

Team Leadership

• Lead and mentor Major Incident Managers and analysts.
• Conduct quality reviews and coaching sessions.
• Develop MIM competencies across the organization.
• Drive training, knowledge sharing, and process improvement initiatives.

Service Improvement

• Analyze incident trends and identify improvement opportunities.
• Drive Service Improvement Plans (SIPs).
• Implement automation, shift-left, and proactive monitoring initiatives.
• Improve MTTR, communication effectiveness, and customer satisfaction.

Required Skills

Technical & Process Skills

• ITIL Incident, Problem, Change, and Service Management expertise.
• ServiceNow or equivalent ITSM tools.
• Strong understanding of Infrastructure and Application support environments.
• Knowledge of SLA, OLA, and KPI management.
• Experience handling high-severity incidents in 24x7 environments.

Leadership Skills

• Crisis management.
• Executive stakeholder management.
• Vendor management.
• Cross-functional team coordination.
• Strong decision-making under pressure.
• Conflict resolution and negotiation skills.

Communication Skills

• Excellent verbal and written communication.
• Executive-level reporting.
• Customer-facing incident management experience.
• Ability to manage large bridge calls involving multiple stakeholders.

Key Performance Indicators (KPIs)

• Major Incident SLA Compliance.
• Mean Time to Restore Service (MTTR).
• Communication SLA adherence.
• RCA/PIR completion rate.
• Repeat incident reduction.
• Customer Satisfaction (CSAT).
• Incident trend reduction.
• Governance and process compliance scores.

Experience & Qualifications

• Bachelor's degree in Engineering, Computer Science, Information Technology, or related field.
• 8-15+ years of IT Operations / Service Management experience.
• 3-5+ years in Major Incident Management leadership roles.
• ITIL Foundation/Intermediate/Managing Professional certification preferred.
• Experience managing enterprise customers in Banking, Financial Services, Telecom, Manufacturing, or Managed Services environments.