XpertNest
Website:
xpertnest.com
Job details:
SIAM & Major Incident Management Lead / Manager
đź“Ť Location: Ahmedabad (Work from Office / Hybrid)
đź•’ Experience: 6+ Years (SIAM / ITSM / Service Operations)
đź’Ľ Employment Type: Full-Time
Job Summary
We are looking for an experienced SIAM & Major Incident Management Lead to manage multi-vendor IT environments and ensure rapid resolution of high-impact incidents. The role focuses on service integration, operational governance, incident coordination, and continuous service improvement.
The candidate will act as a single point of control during major incidents and ensure seamless collaboration between internal teams and external service providers.
Key Responsibilities1. SIAM (Service Integration & Management) Responsibilities- Manage and govern multiple IT service providers under SIAM framework.
- Ensure end-to-end service delivery across vendors.
- Define and monitor SLAs, OLAs, and KPIs.
- Establish service integration processes and governance models.
- Conduct service reviews with vendors and stakeholders.
- Drive continuous service improvement initiatives.
- Maintain service performance dashboards and reports.
2. Major Incident Management (MIM) Responsibilities- Lead and coordinate resolution of P1/P2 major incidents.
- Act as Incident Commander during critical outages.
- Ensure timely communication to stakeholders.
- Organize and manage bridge calls and war rooms.
- Track incident progress and remove blockers.
- Perform Root Cause Analysis (RCA).
- Prepare Post Incident Review (PIR) reports.
- Implement preventive measures.
3. Operational & Governance Responsibilities- Define incident, problem, and change management processes.
- Ensure ITIL compliance.
- Maintain incident escalation matrices.
- Improve service resilience and availability.
- Support audit and compliance requirements.
- Mentor service management team members.
Required Skills & CompetenciesTechnical & Process Skills- Strong understanding of SIAM framework.
- ITIL v3/v4 processes (Incident, Problem, Change, SLA).
- Major Incident Management lifecycle.
- Experience in multi-vendor environments.
- Knowledge of ITSM tools (ServiceNow, BMC Remedy, Jira Service Desk, etc.).
- Reporting and dashboarding skills.
Behavioral & Leadership Skills- Strong leadership under pressure.
- Excellent communication and coordination skills.
- Decision-making capability in crisis situations.
- Stakeholder management.
- Analytical and problem-solving skills.
- High sense of ownership.
Experience & Qualifications- 6+ years of experience in IT Service Management / SIAM / Operations.
- 3+ years in Major Incident Management role.
- Experience working with global delivery teams.
- ITIL v4 Certification (Preferred).
- SIAM Foundation / Professional Certification (Preferred).
- Bachelor’s degree in IT / Engineering / Computer Science (Preferred).
Tools & Technologies (Preferred)- ITSM: ServiceNow / BMC / Cherwell / Freshservice
- Monitoring: Splunk, Dynatrace, SolarWinds, AppDynamics
- Collaboration: MS Teams, Zoom, Slack
- Reporting: Power BI, Excel
Click on Apply to know more.