Major Incident Manager (24*7 environment)

Keyloop
Hyderabad
Workplace: OnsiteFull timeFunction: IT Operations (Systems/Network Admin)Experience: 8+ yearsSkills: ["Leadership","Communication","Stakeholder management","Calm under pressure","Ownership"]

Lead Major Incident Management for Infrastructure and Cloud Service Assurance, chairing bridge calls and driving end-to-end resolution for business-critical incidents. Ensure SLA compliance through proactive escalation, reporting, and breach risk management, while enforcing ITIL-aligned incident/major incident/problem processes. Own RCA and continuous improvement across people, process, and tooling, line-managing the MI Coordinator team and maintaining operational dashboards. Work across global teams supporting 24x7 coverage.

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FursaFursa
Keyloop
Keyloop
1 day ago

Major Incident Manager (24*7 environment)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 13 hours agoStatus: Live

Job Summary

Lead Major Incident Management for Infrastructure and Cloud Service Assurance, chairing bridge calls and driving end-to-end resolution for business-critical incidents. Ensure SLA compliance through proactive escalation, reporting, and breach risk management, while enforcing ITIL-aligned incident/major incident/problem processes. Own RCA and continuous improvement across people, process, and tooling, line-managing the MI Coordinator team and maintaining operational dashboards. Work across global teams supporting 24x7 coverage.
Location: Hyderabad
Workplace: Onsite
Employment Type: Full time
Job Function: IT Operations (Systems/Network Admin)
Seniority: Manager level

Key Responsibilities

  • •Lead major incident response end-to-end, chairing bridge calls and directing resolver teams and third-party suppliers to resolution at pace.
  • •Drive SLA compliance and proactive breach-risk management, owning incident outcomes even when root cause sits outside core expertise.
  • •Perform root cause analysis across major incidents and third-party providers, feeding Problem Management and continuous improvement.
  • •Line-manage the MI Co-ordinator team, including on-call/shift model and 24x7 coverage, and coach standards for incident handling, communication, and RCA quality.
  • •Prepare leadership and executive updates during and after incidents, and maintain operational dashboards for real-time monitoring and reporting.

Key Requirements

  • •8+ years of IT experience with demonstrable major incident leadership.
  • •Proven experience leading high-severity major incidents and influencing outcomes during live bridge calls.
  • •Advanced proficiency in Jira (preferably Jira Service Management) and strong command of ITIL and incident management best practices.
  • •Strong working knowledge of application integration, AWS and other cloud services, middleware, data centres, networks, compute, and databases.
  • •Ability to lead or mentor a small team and be willing to work shifts to support 24x7 coverage.
Experience:8+ yearsIT operationsCloud infrastructureIncident management
Skills:LeadershipCommunicationStakeholder managementCalm under pressureOwnership
Languages:English
Tech Stack:JiraJira Service Management (JSM)ITILIncident managementCopilotClaudeAWSDashboardsBridge calls

Company Brief

Keyloop
Provides dealer management systems and software solutions for automotive retailers and manufacturers, covering sales, service, parts, and connected retail tools to streamline dealership operations and digital customer experiences.
Industry: Automotive
Company Size: Large (251 to 1,000 employees)
Growth: Established Company
Funding: Private Equity Backed
Headquarters: Belfast, United Kingdom
Founded: 2018
WebsiteLinkedIn