Major Incident Manager (MIM) – Remote (India)

Job Title: Major Incident Manager (MIM) – Remote (India)

Location: Remote – India
Positions: 4
Duration: 3–6 months (Contract)
Experience: Up to 5 years
Work Type: 24×7 Support (Rotational Shifts)

Please share CV to sangeetha.s@eilglobal.com

Key Responsibilities

• Lead and coordinate response activities for major incidents to ensure timely resolution and minimal business impact.
• Facilitate bridge calls / war rooms bringing together technical teams, vendors, and stakeholders.
• Provide clear, consistent communication to senior management, affected users, and support teams throughout incidents.
• Drive incident triage, escalation, and prioritization to restore service quickly.
• Collaborate with resolver teams to identify root causes and implement fixes or workarounds.
• Prepare and deliver Major Incident Reports (MIRs) and Post-Incident Reviews (PIRs).
• Ensure incidents are documented and closed with complete, accurate information.
• Identify and contribute to process improvements, including MIM procedures, runbooks, and playbooks.
• Work closely with Problem Management and Change Management teams to prevent recurrence.
• Participate in on-call rotations or after-hours incident management as required.

Requirements

• Strong experience managing critical IT incidents and coordinating cross-functional teams.
• Excellent communication, analytical, and coordination skills.
• Familiarity with ITIL processes (Incident, Problem, Change Management).
• Ability to work in a high-pressure, fast-paced environment.
• Flexible to work in 24×7 rotational shifts.

Job Type: Contractual / Temporary
Contract length: 6 months

Pay: ₹339,821.75 - ₹1,211,306.60 per year

Work Location: Remote