AceStack
Website:
ace-stack.com
Job details:
Job title: ITSM – Escalation Management / Major Incident Manager (MIM)
Location: Pan India
Contract
Key Responsibilities
Manage Major Incidents (P1/P2) and lead bridge calls with technical teams and stakeholders.
Coordinate cross-functional teams to restore services as quickly as possible.
Act as the single point of contact during major incidents and communicate updates to leadership and stakeholders.
Ensure adherence to ITIL Incident Management and Escalation Management processes.
Monitor incident queues and escalate critical issues to appropriate teams.
Facilitate war-room calls, technical discussions, and resolution tracking.
Provide timely status updates and incident communications to internal and external stakeholders.
Conduct post-incident reviews (PIR) and root cause analysis coordination.
Work closely with Problem Management teams to prevent recurring incidents.
Maintain documentation, incident reports, and service impact analysis.
Ensure SLA compliance and service restoration targets are met.
Required Skills
Strong experience in IT Service Management (ITSM) processes.
Hands-on experience with Major Incident Management (MIM) and Escalation Management.
Knowledge of ITIL framework (Incident, Problem, Change Management).
Experience with ITSM tools such as ServiceNow, BMC Remedy, or Jira Service Management.
Strong stakeholder management and communication skills.
Ability to work in high-pressure and critical incident situations.
Experience coordinating with infrastructure, application, and network teams.
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