{"id":1591235,"url":"https://alion.io/job/betsol-major-incident-manager","title":"Major Incident Manager","company":{"id":693857,"name":"Betsol","domain":"betsol.com","url":"https://alion.io/company/betsol","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SmartRecruiters","truth_index":null},"role":"Support","role_family":"Support","seniority":"middle","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Bengaluru, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":11000,"max_usd":26000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":469},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"ServiceNow","optional":false},{"name":"SLI/SLO/SLA","optional":false}],"status":"live","first_seen_at":"2026-10-01T11:04:02Z","employer_posted_date":"2026-10-01","last_verified_at":"2026-10-05T23:40:03Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"Engineering the AI-powered enterprise. With AI and cloud-native solutions, BETSOL accelerates cloud transformation for enterprises across 17+ countries. BETSOL holds several engineering patents, and is recognized with industry awards. BETSOL maintains a net promoter score that is 2x the industry average.\nBETSOL’s open source backup and recovery product line, Zmanda (Zmanda.com), delivers up to 50% savings in total cost of ownership (TCO) and delivers best-in-class performance.\nBETSOL Global IT Services (BETSOL.com) builds and supports end-to-end enterprise solutions, reducing time-to-market for customers.\nBETSOL offices are set against the vibrant backdrops of Broomfield, Colorado and Bangalore & Belagavi, India.\nWe take pride in being an employee-centric organization, offering comprehensive benefits and opportunities.\nLearn more at betsol.com\n Responsibilities\na. Major Incident Management\nManage the end-to-end Incident Management lifecycle, ensuring alignment with ITIL standards and organizational processes.\nCoordinate with internal and external teams to investigate, troubleshoot, and resolve incidents efficiently.\nLead and manage major incidents, ensuring timely resolution with minimal business impact using agreed tools and processes.\nFacilitate and manage bridge calls, ensuring clear communication, capturing key discussion points, and driving action items.\nEnsure all incidents are resolved and closed within agreed SLAs, with proactive and timely stakeholder communication.\nCapture incident timelines and prepare, review, and publish Root Cause Analysis (RCA) reports within defined timelines.\nMaintain high standards of service excellence by adhering to incident management best practices.\nWork in a 24/7 operational environment, adhering to shift schedules as required.\nUtilize service management and alerting tools to monitor, track, and manage incidents effectively.\nPerform additional incident management-related tasks as required.\nb. NOC Operations Support\nMonitor infrastructure, application, cloud, and network health through enterprise monitoring tools.\nInvestigate and coordinate responses to operational alerts and service-impacting events.\nValidate outages, assess business impact, and initiate escalation procedures.\nSupport event management, monitoring optimization, and operational reporting.\nSupport end-user issues related to applications and other services, including P3 and P4 incidents, and identify recurring issues for follow-up.\nFollow runbooks, maintain knowledge articles, and provide clear shift handovers to ensure continuity of operations.\nLooking For\n3-5 years of experience in Major Incident Management, NOC Operations or IT Service Management within a 24/7 production support environment\nMandatory skills:\nStrong hands-on experience managing end-to-end Incident Management processes aligned with ITIL practices.\nITIL 4 Foundation certification or higher is required.\nProven experience in handling Major Incident Management (MIM) and leading bridge calls effectively.\nExperience working with service management tools such as ServiceNow (SNOW), JIRA, and alerting/monitoring tools.\nExperience monitoring, triaging, and escalating events and alerts using enterprise monitoring tools.\nExperience resolving or triaging P3/P4 incidents and end-user application issues.\nWorking knowledge of infrastructure, cloud, and application support fundamentals.\nStrong coordination and stakeholder management skills across cross-functional teams.\nAbility to work under pressure in a high-availability environment and drive quick resolution.\nExperience in SLA management, ensuring incidents are resolved within agreed timelines.\nStrong documentation skills for incident reports, RCA, and communication updates.\nExcellent verbal and written communication skills.\nGood to have skills:\nFamiliarity with problem management and change management processes.\nExposure to automation or scripting for incident handling and reporting.\nUnderstanding of telephony, IVR, SIP, and contact center technologies.\n Bachelor’s degree in computer science, Information Systems, Analytics, Engineering, or equivalent professional experience\n Work Model: Onsite (Work from the office all days)\nWorking Hours: This role requires working in a 24/7 environment with flexibility to shifts based on business demands.","description_format":"text","description_chars":4327,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["IT Consulting & Digital Transformation","Backup & Disaster 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