Support Consultant - Major Incident Management

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We are looking for Support Consultant for our Major Incident Management team with 4+ years of experience to be based at our Mangalore office in India. The team are co-working with colleagues in Nordic region.

Work Mode: Work From Home (Remote)/Work from Office (Hybrid)

Work Hours: 24/7 shift solution on rotation

The role sits within the Support organisation for Retail & Supply Chain. Outside of running major incidents, the person works as part of the 2nd line support team, handling technical cases, tickets and tasks. Day-to-day direction including support priorities and workload comes from the 2nd Line Support Manager for Retail & Supply Chain, and on the major incident process the role works to the Team Manager – Major Incident.

Key Responsibilities:

• Verify, assess, and declare Major Incidents based on business impact and severity, acting as the designated authority for Major Incident declaration.
• Respond immediately to potential Major Incidents reported by internal teams, customers, monitoring tools, or external stakeholders.
• Create, manage, and maintain the Major Incident ticket within the support system, ensuring all incident-related activities and communications are accurately documented.
• Serve as the central point of communication, providing regular updates to internal stakeholders, business unit management, customers, and relevant account or leadership teams throughout the incident lifecycle.
• Conduct Post-Incident Reviews (PIRs) and prepare Major Incident Reports, including incident details, timeline of events, resolution, preventive measures, and improvement actions.
• Handle Level 2 technical support incidents, service requests, and operational tasks, ensuring resolution within agreed service levels.
• Investigate, diagnose, and resolve escalated incidents and service requests, providing effective technical support and guidance.
• Contribute technical expertise to the support organization and maintain accurate, up-to-date knowledge base articles and documentation.
  
  

• Minimum 4 years of hands-on experience managing Major Incidents, Critical Incidents, or high-severity production issues in a complex IT environment.
• ITIL 4 Foundation certification (incident management); further ITIL modules an advantage
• Experience in service desk, support or incident management, ideally in a software / SaaS environment.
• Experience working in a 24x7 support environment and participating in on-call or incident management rotations is preferred.
• Exposure to collaborative incident resolution and swarming or equivalent cross-functional working.
• Strong understanding of IT Service Management (ITSM) frameworks, particularly ITIL Incident Management, Major Incident Management, Problem Management, and Change Management processes.
• Experience working with ITSM tools such as ServiceNow, Jira Service Management, BMC Remedy, or similar ticketing systems.
• Strong stakeholder management and communication skills, with experience engaging customers, business leaders, and technical teams.
  
  

• Calm, decisive and well organized under pressure.
• Clear, structured communicator with customers and internal stakeholders.
• Able to coordinate cross-functional specialists at speed.
• Analytical, with a root-cause and improvement mindset.
• Good judgement on when to escalate and when to involve management or the Security Officer.