Manager, Support
The Manager of Critical Incident Management at Majesco leads the 24x7 critical incident function for cloud and on-premise environments. This player-coach role involves managing a team of incident managers, ensuring operational discipline during high-severity outages, and serving as an escalation point. The leader will drive incident governance, process improvements, and executive-level communications to maintain SLA adherence and customer satisfaction. The role requires significant experience in incident management, people leadership, and cross-functional collaboration within complex enterprise software environments.
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Experience
5+ years
Function
Support
Work mode
Onsite, India
Company
Tier 2
What you will work on
The Manager of Critical Incident Management at Majesco leads the 24x7 critical incident function for cloud and on-premise environments. This player-coach role involves managing a team of incident managers, ensuring operational discipline during high-severity outages, and serving as an escalation point. The leader will drive incident governance, process improvements, and executive-level communications to maintain SLA adherence and customer satisfaction. The role requires significant experience in incident management, people leadership, and cross-functional collaboration within complex enterprise software environments.
TAL's take
Solid Tier-2 role with clear management scope in a 24x7 operational context, though lacks specific technical depth.
The JD provides a very clear scope, reporting structure, and set of responsibilities for an incident management leadership role.
Must haves
- 5+ years of experience in Critical Incident Management or related operational leadership
- 2+ years of people leadership experience managing operational or technical teams
- Experience leading teams in a 24x7 operational support environment
- Experience managing high-severity incidents in complex cloud or enterprise environments
- Strong understanding of incident management frameworks like ITIL
- Experience leading executive-level communications during major incidents
Tools and skills
Nice to have: servicenow, ai.
About the company
Majesco is an established enterprise software provider for the insurance industry but lacks the global Tier 1 engineering brand status.