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Major Incident Manager

Partially Remote/Hybrid

Experience: Job Code: REQ-022695

Sagility

Bangalore

Appliquer Maintenant

job Details

Job title

Major Incident Manager

About Sagility

Sagility combines industry-leading technology and transformation-driven BPM services with decades of healthcare domain expertise to help clients draw closer to their members. The company optimizes the entire member/patient experience through service offerings for clinical, case management, member engagement, provider solutions, payment integrity, claims cost containment, and analytics. Sagility has more than 25,000 employees across 5 countries.

The MIM is responsible for end‑to‑end coordination of all major incidents, ensuring service restoration within the shortest possible time and minimizing business impact. The role strictly adheres to global MIM standards, including ITIL best practices, structured communication, defined severity classification, and disciplined incident lifecycle management.

Job title:

Major Incident Manager

Job Description:

Role: Major Incident Manager (MIM) 
Work Model: Hybrid
Shift: 2:00 PM – 11:00 PM IST 
Location: Bengaluru

1. Major Incident Handling (ITIL-Aligned) 

  • Lead all major incidents globally following ITIL MIM best practices. 

  • Drive rapid incident response by initiating and managing MIM bridges. 

  • Ensure severity assessment, impact validation, and proper incident categorization. 

  • Coordinate with L2/L3 engineers, vendors, and cross‑functional teams until resolution. 

2. Real‑Time Communication & Stakeholder Updates 

  • Provide concise, time‑bound updates using globally accepted communication cadence (e.g., every 15/30/60 minute depending on severity). 

  • Maintain transparency and accuracy in all business and leadership updates. 

  • Act as the single point of contact during outages. 

3. Incident Lifecycle Management 

  • Maintain complete incident documentation: timeline, impact, actions, and restoration steps. 

  • Ensure adherence to global SLAs and incident response KPIs (MTTA, MTTR). 

  • Ensure prompt escalations (technical, managerial, and vendor-level) based on impact. 

4. Post‑Incident Review (PIR) & RCA Governance 

  • Conduct structured PIR meetings using global templates and standards. 

  • Ensure proper RCA documentation using industry practices like 5 Whys / Fishbone. 

  • Track and close corrective and preventive actions with accountable teams. 

  • Identify trends and contribute to Problem Management. 

5. Process Governance & Continuous Improvement 

  • Ensure strict adherence to global MIM policies, escalation matrix, and communication standards. 

  • Refine the MIM process based on recurring patterns and enterprise best practices. 

  • Train teams on MIM process readiness, bridge etiquette, and communication protocols. 

Qualifications 

  • 6–10 years of experience in IT operations with 3+ years of experience in MIM. 

  • Strong understanding of the ITIL framework (ITIL certification preferred). 

  • Experience in enterprise-scale operations, command centers, or global service environments. 

Skills & Competencies 

  • Strong leadership in high-pressure situations. 

  • Excellent communication and stakeholder handling. 

  • Ability to coordinate across Infrastructure, Network, Cloud, and Application teams. 

  • ITSM tool expertise (ServiceNow, Remedy, etc.). 

  • Strong analytical and decision-making skills. 

  • Data Microsoft O365 Suite 

Behavioral Attributes 

  • Calm, structured, and composed during outages. 

  • High ownership, accountability, and urgency. 

  • Customer‑centric and solution‑oriented approach. 

Location:

BangaloreIndia

Join our team, we are looking forward to talking to you!

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