Job Title ITSM –Major Incident & Operations Specialist Location Bengaluru, India Mercedes-Benz Research & Development India (MBRDI) About Mercedes -Benz Research & Development India (MBRDI) Mercedes-Benz Research & Development India (MBRDI) is the largest research and development center of Mercedes -Benz Group AG outside Germany. We work at the forefront of digital innovation, enterprise IT, connected platforms, and next -generation mobility solutions, enabling stable and secure IT operations across global Mercedes -Benz businesses. Role Objective The ITSM / Major Incident & Operations Specialist plays a critical role in ensuring stable, resilient, and compliant IT service operations. The role leads major incident management, operational coordination, governance activities, and service performance reporting, while supporting enterprise observability and 24/7 IT operations. Key Responsibilities Major Incident Management (MIM) • Participate in on-call rotationssupporting 24/7 enterprise operations • Validate and classify major incident triggersin line with ITIL guidelines • Lead and operate major incident bridge calls during high-impact incidents • Provide timely, clear, and structured communication to stakeholders and leadership • Coordinate cross -functional teams to drive incident resolution • Publish Root Cause Analysis (RCA) and capture lessons learned IT Service Operations & Coordination • Lead daily operational coordination across IT service, infrastructure, and application teams • Maintain and enforce incident categorization and prioritization standards • Ensure quality, accuracy, and consistency of incident, problem, and change tickets • Coordinate structured support engagement across L1 / L2 / L3 teams • Facilitate operational review and service performance meetings • Publish user communicationsrelated to incidents, outages, and service updates • Govern middleware-related operational activities and changes • Coordinate training schedulesfor internal IT environments and operational teams Governance, Compliance & KPI Reporting • Track and monitor service performance KPIs(SLA compliance, P1 reduction, resolution times) • Perform trend analysisto support proactive problem management • Prepare and publish monthly and periodic ITSM performance reports • Ensure adherence to ITSM governance frameworks and operational compliance requirements Release & Change Governance • Manage end-to-end lifecycle of Standard, Normal, and Emergency changes • Ensure change quality through defined governance and control frameworks • Govern patching, security updates, and production change activities • Support risk assessment and impact analysis for enterprise changes Required Skills & Experience Professional Experience • 6 to 9 yearsof hands-on experience in ITSM and IT Operations • Strong practical knowledge of ITIL processesand service lifecycle management • Experience working in enterprise-scale IT environments Technical & Functional Skills • Hands-on experience with enterprise monitoring and observability tools • Proven ability to manage major incidents, escalations, and business -critical outages • Strong analytical, documentation, and reporting capabilities Behavioral & Communication Skills • Excellent communication and stakeholder management skills • Ability to remain composed and effective under pressure in high-impact situations • Strong collaboration skills for cross -team and cross -region coordination • Willingness to support 24/7 operational models Diversity & Inclusion Mercedes-Benz Research & Development India is committed to building an inclusive and diverse workplace. We welcome applications from all qualified candidates and provide equal opportunities regardless of gender, age, disability, ethnicity, or b

Job Title ITSM –Major Incident & Operations Specialist Location Bengaluru, India Mercedes-Benz Research & Development India (MBRDI) About Mercedes -Benz Research & Development India (MBRDI) Mercedes-Benz Research & Development India (MBRDI) is the largest research and development center of Mercedes -Benz Group AG outside Germany. We work at the forefront of digital innovation, enterprise IT, connected platforms, and next -generation mobility solutions, enabling stable and secure IT operations across global Mercedes -Benz businesses. Role Objective The ITSM / Major Incident & Operations Specialist plays a critical role in ensuring stable, resilient, and compliant IT service operations. The role leads major incident management, operational coordination, governance activities, and service performance reporting, while supporting enterprise observability and 24/7 IT operations. Key Responsibilities Major Incident Management (MIM) • Participate in on-call rotationssupporting 24/7 enterprise operations • Validate and classify major incident triggersin line with ITIL guidelines • Lead and operate major incident bridge calls during high-impact incidents • Provide timely, clear, and structured communication to stakeholders and leadership • Coordinate cross -functional teams to drive incident resolution • Publish Root Cause Analysis (RCA) and capture lessons learned IT Service Operations & Coordination • Lead daily operational coordination across IT service, infrastructure, and application teams • Maintain and enforce incident categorization and prioritization standards • Ensure quality, accuracy, and consistency of incident, problem, and change tickets • Coordinate structured support engagement across L1 / L2 / L3 teams • Facilitate operational review and service performance meetings • Publish user communicationsrelated to incidents, outages, and service updates • Govern middleware-related operational activities and changes • Coordinate training schedulesfor internal IT environments and operational teams Governance, Compliance & KPI Reporting • Track and monitor service performance KPIs(SLA compliance, P1 reduction, resolution times) • Perform trend analysisto support proactive problem management • Prepare and publish monthly and periodic ITSM performance reports • Ensure adherence to ITSM governance frameworks and operational compliance requirements Release & Change Governance • Manage end-to-end lifecycle of Standard, Normal, and Emergency changes • Ensure change quality through defined governance and control frameworks • Govern patching, security updates, and production change activities • Support risk assessment and impact analysis for enterprise changes Required Skills & Experience Professional Experience • 6 to 9 yearsof hands-on experience in ITSM and IT Operations • Strong practical knowledge of ITIL processesand service lifecycle management • Experience working in enterprise-scale IT environments Technical & Functional Skills • Hands-on experience with enterprise monitoring and observability tools • Proven ability to manage major incidents, escalations, and business -critical outages • Strong analytical, documentation, and reporting capabilities Behavioral & Communication Skills • Excellent communication and stakeholder management skills • Ability to remain composed and effective under pressure in high-impact situations • Strong collaboration skills for cross -team and cross -region coordination • Willingness to support 24/7 operational models Diversity & Inclusion Mercedes-Benz Research & Development India is committed to building an inclusive and diverse workplace. We welcome applications from all qualified candidates and provide equal opportunities regardless of gender, age, disability, ethnicity or background.