Lead Administrator (Support &Operations)

The Major Incident Manager (L2) is responsible for leading the end-to-end Major Incident Management process to restore critical business services within agreed SLAs. The role serves as the central coordinator during high-priority incidents, driving technical teams, stakeholder communication, service restoration, RCA tracking, and continuous service improvement.

Major Incident Management

• Own and manage the lifecycle of P1/P2 Major Incidents.
• Lead Major Incident bridges and war-room calls.
• Coordinate technical resolver groups, vendors, and third-party teams during service outages.
• Ensure rapid service restoration while minimizing business impact.
• Drive incident prioritization, escalation, and resolution activities.
• Monitor adherence to SLAs and service restoration targets.
• Maintain real-time communication with business stakeholders and leadership teams.
• Ensure proper incident documentation and closure.

Incident Coordination & Escalation

• Act as the single point of contact during critical incidents.
• Escalate unresolved issues to appropriate technical and management teams.
• Facilitate cross-functional collaboration among support teams.
• Manage customer communication during critical outages.
• Track action items and restoration progress until service recovery.

Root Cause Analysis (RCA)

• Coordinate Post Incident Reviews (PIRs).
• Drive RCA completion within defined timelines.
• Track preventive and corrective actions to closure.
• Identify recurring incidents and initiate problem management activities.
• Recommend service improvements to reduce future incidents.

ITIL Process Governance

• Ensure adherence to:
  • Incident Management
  • Major Incident Management
  • Problem Management
  • Change Management
  • Service Request Management
• Support CAB reviews for incidents involving emergency changes.
• Maintain audit-ready documentation and compliance evidence.

Reporting & Analytics

• Publish Major Incident Reports and Executive Summaries.
• Track and report:
  • MTTR (Mean Time to Restore)
  • Incident Volume
  • SLA Achievement
  • Recurring Incident Trends
  • Business Impact Metrics
• Develop dashboards and governance reports.

ITSM Platforms

• ServiceNow (Preferred)
• BMC Remedy
• Jira Service Management
• Ivanti
• Cherwell

Monitoring & Collaboration Tools

• Dynatrace
• AppDynamics
• Splunk
• SolarWinds
• Microsoft Teams
• Zoom

Infrastructure Understanding

• Windows & Linux Platforms
• Network Infrastructure
• Data Center Operations
• Cloud Services (Azure, AWS, GCP)
• Database Technologies
• Storage & Backup Solutions

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Required Skills

• Strong understanding of ITIL Framework.
• Experience handling P1/P2 Major Incidents.
• Excellent stakeholder and customer management skills.
• Strong communication and bridge-call moderation skills.
• Ability to work in high-pressure environments.
• Strong analytical and problem-solving capabilities.
• Experience coordinating cross-functional technical teams.
• Understanding of change, problem, and configuration management processes.