Major Incident Manager
Kyndryl
Major Incident Manager
Kyndryl
Managed IT infrastructure and cloud services
Who We Are
At Kyndryl, we run and reimagine the mission-critical technology systems that drive advantage for the world’s leading businesses. We are at the heart of progress; with proven expertise and a continuous flow of AI-powered insight, enabling smarter decisions, faster innovation, and a lasting competitive edge. For our people—Kyndryls—that means doing purposeful work that powers human progress. Join us and experience a flexible, supportive environment where your well-being is prioritized and your potential can thrive.
The Role
Job Summary
The Major Incident Manager is responsible for leading the end-to-end management of major incidents and crisis situations that impact critical business services, customers, or operations. This role ensures rapid service restoration, minimizes business disruption, coordinates cross-functional teams, facilitates executive communication, and drives continuous improvement through post-incident analysis and corrective actions.
The Major Incident Manager serves as the central point of command during incidents, orchestrating technical, operational, and business stakeholders to achieve swift resolution while maintaining clear communication throughout the incident lifecycle.
Skill : ITIL Incident & Major Incident Management | Crisis Management & Decision-Making | IT Infrastructure Operations (Servers, Networks, Cloud & Applications) | IT Service Management (ITSM) & ITIL Processes | 24x7 Operations Management | Stakeholder Communication & Coordination | Problem Resolution & Service Restoration | High-Pressure Environment Management | Leadership & Cross-Functional Collaboration | Excellent Communication Skills
Experience : 15 years
Location : Delhi/NCR
Key Responsibilities
Strong understanding of ITIL Incident Management and Major Incident Management processes in financial & banking domain.
Knowledge of IT infrastructure, cloud platforms, applications, networks, and service operations.
Experience managing high-severity incidents in complex enterprise environments.
Familiarity with monitoring, alerting, and IT Service Management (ITSM) tools, especially ServiceNow.
Perform the role of Major Incident Manager (MIM) by ensuring proper incident administration, documentation, and maintenance of the incident journal.
Steer and coordinate the Major Incident Management process through effective deployment of resources, ensuring efficient and timely incident resolution.
Establish and manage incident bridge calls/war rooms, coordinating all stakeholders involved in troubleshooting and resolution.
Coordinate cross-functional teams including Infrastructure, Network, Application, Security, Cloud, and third-party service providers.
Lead the resolution of Major Incidents, with support from the Service Delivery Manager (SDM) on duty.
Direct and monitor the incident resolution process using hypotheses, runbooks, chain diagrams, and other operational tools.
Drive rapid service restoration by prioritizing actions, removing roadblocks, and ensuring accountability across support teams.
Facilitate decision-making during crisis situations, escalating critical risks and recovery options to senior leadership when required.
Provide clear and timely communications to executives, business stakeholders, customers, and management throughout the incident lifecycle.
Ensure incident management processes are followed consistently and aligned with organizational standards and best practices.
Lead Post-Incident Reviews (PIR) and Root Cause Analysis (RCA) to identify lessons learned and preventive measures.
Participate in on-call rotations and maintain 24x7 availability to support critical incidents.
Who You Are
Job Summary
The Major Incident Manager is responsible for leading the end-to-end management of major incidents and crisis situations that impact critical business services, customers, or operations. This role ensures rapid service restoration, minimizes business disruption, coordinates cross-functional teams, facilitates executive communication, and drives continuous improvement through post-incident analysis and corrective actions.
The Major Incident Manager serves as the central point of command during incidents, orchestrating technical, operational, and business stakeholders to achieve swift resolution while maintaining clear communication throughout the incident lifecycle.
Skill : ITIL Incident & Major Incident Management | Crisis Management & Decision-Making | IT Infrastructure Operations (Servers, Networks, Cloud & Applications) | IT Service Management (ITSM) & ITIL Processes | 24x7 Operations Management | Stakeholder Communication & Coordination | Problem Resolution & Service Restoration | High-Pressure Environment Management | Leadership & Cross-Functional Collaboration | Excellent Communication Skills
Experience : 15 years
Location : Delhi/NCR
Key Responsibilities
Strong understanding of ITIL Incident Management and Major Incident Management processes in financial & banking domain.
Knowledge of IT infrastructure, cloud platforms, applications, networks, and service operations.
Experience managing high-severity incidents in complex enterprise environments.
Familiarity with monitoring, alerting, and IT Service Management (ITSM) tools, especially ServiceNow.
Perform the role of Major Incident Manager (MIM) by ensuring proper incident administration, documentation, and maintenance of the incident journal.
Steer and coordinate the Major Incident Management process through effective deployment of resources, ensuring efficient and timely incident resolution.
Establish and manage incident bridge calls/war rooms, coordinating all stakeholders involved in troubleshooting and resolution.
Coordinate cross-functional teams including Infrastructure, Network, Application, Security, Cloud, and third-party service providers.
Lead the resolution of Major Incidents, with support from the Service Delivery Manager (SDM) on duty.
Direct and monitor the incident resolution process using hypotheses, runbooks, chain diagrams, and other operational tools.
Drive rapid service restoration by prioritizing actions, removing roadblocks, and ensuring accountability across support teams.
Facilitate decision-making during crisis situations, escalating critical risks and recovery options to senior leadership when required.
Provide clear and timely communications to executives, business stakeholders, customers, and management throughout the incident lifecycle.
Ensure incident management processes are followed consistently and aligned with organizational standards and best practices.
Lead Post-Incident Reviews (PIR) and Root Cause Analysis (RCA) to identify lessons learned and preventive measures.
Participate in on-call rotations and maintain 24x7 availability to support critical incidents.
Being You
The “Kyn” in Kyndryl means kinship, which represents the strong bonds we have with each other, our customers and our communities. We focus on ensuring all Kyndryls feel included and we welcome people of all cultures, backgrounds, and experiences. Even if you don’t meet every requirement, we encourage you to apply. We believe in growth, and we’re excited to see what you can bring. At Kyndryl, employee feedback has told us that our number one driver of employee engagement is belonging. That sense of belonging — being a valued, respected, trusted member of the team — is fundamental to our culture and fueling great experiences for our customers. This dedication to welcoming everyone into our company means that Kyndryl gives you the ability to thrive and contribute to our culture of empathy and shared success. That’s The Kyndryl Way.
What You Can Expect
Your career with us isn’t just a job—it’s an adventure with purpose. We offer a dynamic, hybrid-friendly culture that supports your well-being and empowers you to grow. Our Be Well programs are thoughtfully designed to support your financial, mental, physical, and social health—because we know that when you feel your best, you do your best.
From your very first day, you’ll dive into impactful work that powers the systems our customers rely on every day. You won’t just contribute—you’ll make a difference, tackling meaningful projects that sharpen your skills and fuel your growth.
We’re here to champion your journey. With powerful tools to chart your career path, personalized development goals aligned with your ambitions, and continuous feedback to keep you inspired and on track, you’ll have everything you need to thrive and evolve. You’ll develop in-demand skills to grow your career and achieve your ambitions with access to cutting-edge learning opportunities—from certifications with Microsoft, Google, and Amazon to coaching and hands-on experiences. And through it all, you’ll be part of a culture that values empathy, restless learning, and a devotion to shared success.
We want you to thrive here—and we’re committed to helping you do just that. Ready to make an impact? Join us and help shape what’s next.
Get Referred!
If you know someone that works at Kyndryl, when asked ‘How Did You Hear About Us’ during the application process, select ‘Employee Referral’ and enter your contact's Kyndryl email address.
Kyndryl provides managed IT infrastructure services for large enterprises, helping them run and modernize their technology environments. Its offerings cover cloud adoption, cybersecurity, security operations, and digital workplace services, all delivered under long-term managed-service contracts. The company works by partnering with major technology providers (including Microsoft) to offer integrated, end-to-end solutions, often complemented by a new security operations center (SOC) and other security capabilities. This focus sets it apart from competitors through scale, enterprise-grade governance, and a history rooted in IBM’s infrastructure services, now independent but aligned with large technology partners. The goal is to support digital transformation by providing reliable, scalable, and secure infrastructure management that enables enterprises to operate efficiently and securely in a cloud-enabled world.
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