Major Incident Management Analyst - Engineer Service Management

Overview

Major Incident Management Analyst - Engineer Service Management oversees and administers ITIL-based service support, focused on major incident and related service management processes.

What you'll do

• Provide operational support for Major Incident Management activities across assigned accounts.
• Coordinate Major Incident bridge calls and engage technical resolver teams to restore service.
• Gather, validate, and document incident details, business impact, affected services, and timelines.
• Ensure timely stakeholder communications during the incident lifecycle (identification through closure).
• Track incident progress, action items, and ownership to support timely resolution.
• Assist with post-incident reviews and document root cause analysis (RCA).
• Maintain MIM documentation, communication templates, and knowledge repositories.
• Monitor compliance with MIM process requirements and escalation procedures.

What you'll need

• Any degree.
• 2-4 years’ relevant experience OR equivalent combination of education and experience.

Details

• Location: Bangalore, KA, India.