About MBRDI

Mercedes-Benz Research and Development India (MBRDI), headquartered in Bengaluru with a satellite office in Pune, is the largest R&D center for Mercedes-Benz Group AG outside of Germany. Our mission is to drive innovation and excellence in automotive engineering, digitalization, and sustainable mobility solutions, shaping the future of mobility.

MAJOR INCIDENT MANAGER

Position Overview:

As a member of Mercedes Benz SIAM team (Service Integration and Management), the SIAM Major Incident Manager (MIM) is responsible for the end-to-end management of Major Incidents across a multi-supplier IT ecosystem. The role ensures rapid service restoration, effective coordination across service providers, clear stakeholder communication, and continuous improvement of the Major Incident Management process in line with ITIL/SIAM principles.
 

Responsibilities:

Own and manage Major Incidents (P1/P2) from detection through resolution and service restoration.
Act as the single point of coordination across internal teams, multiple vendors, and external service providers.
Quickly assess business impact and classify incidents correctly.Provide clear, timely, and consistent communications to business stakeholders, IT leadership, and executive management.
Lead or facilitate Post Incident Reviews (PIRs) / Root Cause Analysis (RCA).
Responsible for reviewing periodic metrics and take action where necessary to enforce process and standards to ensure continued process maturity.
Produce the Process Performance Reports and extending the Support for Process audits and assessments.
Monitor the effectiveness of the IT Service Management tool and ensure it is aligned to the process execution.Collaborate with Problem, Change, Service Level, and Service Operations teams to reduce business impact.
Conducts workshops as required to identify, assess and address process deficiencies, ensure common understanding of process intention and operation, and ensure organization and individual associates understand and follow process guidelines.
 

 Education:

• Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related discipline.
• Master’s degree (MBA/MS) in Information Systems or IT Management is an added advantage.
• ITIL v3/v4 Foundation certification (mandatory); ITIL Intermediate/Managing Professional preferred.
• SIAM Foundation/Professional certification is desirable.

Experience:

• 6–10 years of overall IT experience, with at least 3–5 years in Major Incident Management, Service Management, or IT Operations roles.
• Hands-on experience managing P1/P2 incidents in a complex, multi-vendor or SIAM-based environment.
• Strong understanding of ITIL processes including Incident, Problem, Change, and Service Level Management.
• Proven experience in stakeholder communication, including executive-level reporting during critical incidents.
• Experience leading Post-Incident Reviews (PIR) and Root Cause Analysis (RCA).
• Familiarity with ITSM tools such as ServiceNow, Remedy, or similar platforms.
• Experience in process governance, audit support, and driving continual service improvement initiatives.
• Exposure to global delivery models and cross-cultural collaboration is preferred.