SIAM & Major Incident Management Lead / Manager Full Time NEW

SIAM & Major Incident Management Lead / Manager

📍 Location: Ahmedabad (Work from Office / Hybrid)

🕒 Experience: 6+ Years (SIAM / ITSM / Service Operations)

💼 Employment Type: Full-Time

Job Summary

We are looking for an experienced SIAM & Major Incident Management Lead to manage multi-vendor IT environments and ensure rapid resolution of high-impact incidents. The role focuses on service integration, operational governance, incident coordination, and continuous service improvement.

The candidate will act as a single point of control during major incidents and ensure seamless collaboration between internal teams and external service providers.

Key Responsibilities1. SIAM (Service Integration & Management) Responsibilities

• Manage and govern multiple IT service providers under SIAM framework.
• Ensure end-to-end service delivery across vendors.
• Define and monitor SLAs, OLAs, and KPIs.
• Establish service integration processes and governance models.
• Conduct service reviews with vendors and stakeholders.
• Drive continuous service improvement initiatives.
• Maintain service performance dashboards and reports.

2. Major Incident Management (MIM) Responsibilities

• Lead and coordinate resolution of P1/P2 major incidents.
• Act as Incident Commander during critical outages.
• Ensure timely communication to stakeholders.
• Organize and manage bridge calls and war rooms.
• Track incident progress and remove blockers.
• Perform Root Cause Analysis (RCA).
• Prepare Post Incident Review (PIR) reports.
• Implement preventive measures.

3. Operational & Governance Responsibilities

• Define incident, problem, and change management processes.
• Ensure ITIL compliance.
• Maintain incident escalation matrices.
• Improve service resilience and availability.
• Support audit and compliance requirements.
• Mentor service management team members.

Required Skills & CompetenciesTechnical & Process Skills

• Strong understanding of SIAM framework.
• ITIL v3/v4 processes (Incident, Problem, Change, SLA).
• Major Incident Management lifecycle.
• Experience in multi-vendor environments.
• Knowledge of ITSM tools (ServiceNow, BMC Remedy, Jira Service Desk, etc.).
• Reporting and dashboarding skills.

Behavioral & Leadership Skills

• Strong leadership under pressure.
• Excellent communication and coordination skills.
• Decision-making capability in crisis situations.
• Stakeholder management.
• Analytical and problem-solving skills.
• High sense of ownership.

Experience & Qualifications

• 6+ years of experience in IT Service Management / SIAM / Operations.
• 3+ years in Major Incident Management role.
• Experience working with global delivery teams.
• ITIL v4 Certification (Preferred).
• SIAM Foundation / Professional Certification (Preferred).
• Bachelor’s degree in IT / Engineering / Computer Science (Preferred).

Tools & Technologies (Preferred)

• ITSM: ServiceNow / BMC / Cherwell / Freshservice
• Monitoring: Splunk, Dynatrace, SolarWinds, AppDynamics
• Collaboration: MS Teams, Zoom, Slack
• Reporting: Power BI, Excel