Major Incident Manager

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.