Track Manager (Tools & Automation)

Job Summary

Role Summary The Major Incident Manager is responsible for leading the end-to-end management of critical incidents impacting business services and IT operations. The role ensures timely restoration of services through effective coordination, escalation management, stakeholder communication, and adherence to ITIL-based Incident Management processes. The candidate will serve as the central point of coordination during high-priority incidents, driving rapid resolution while minimizing business impact. Key Responsibilities Lead and manage P1/P2 incidents from identification through resolution and closure. Coordinate technical teams, vendors, and business stakeholders during major incidents. Facilitate Major Incident bridge calls and ensure effective communication among all stakeholders. Drive incident resolution efforts and ensure adherence to agreed SLAs. Assess business impact, identify risks, and determine appropriate escalation paths. Provide regular incident updates to leadership, business users, and support teams. Ensure detailed documentation of incidents, actions taken, and resolution timelines. Conduct post-incident reviews (PIRs) and Root Cause Analysis (RCA) sessions. Track and report major incident trends, recurring issues, and service performance metrics. Collaborate with Problem Management and Change Management teams to prevent incident recurrence. Continuously improve Major Incident Management processes and operational effectiveness. Maintain incident management runbooks, communication templates, and escalation procedures. Required Skills Strong experience in Major Incident Management within enterprise IT environments. In-depth understanding of ITIL Incident, Problem, and Change Management processes. Experience managing critical business and technology incidents. Excellent stakeholder management and communication skills. Ability to make decisions under pressure in high-impact situations. Strong analytical and problem-solving abilities. Experience with ITSM tools such as ServiceNow, Remedy, Jira Service Management, or similar. Ability to coordinate geographically distributed technical teams. Strong reporting and service governance experience. Preferred Qualifications ITIL Foundation or ITIL Intermediate Certification. Experience working in global service delivery environments. Knowledge of Infrastructure, Cloud (Azure/AWS), Applications, Networks, and Security Operations. Experience in managing Executive and Leadership communications during major outages. Key Competencies Crisis Management Incident Coordination Service Restoration Stakeholder Communication Leadership and Decision Making Escalation Management Root Cause Analysis Operational Excellence Education Bachelor\'s degree in Computer Science, Information Technology, Engineering, or related discipline. Shift Requirement Willingness to work in a 24x7 support environment with rotational shifts and on-call support for critical incidents.

Key Responsibilities

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Skill Requirements

Other Requirements