The Manager of Critical Incident Management is responsible for leading Majesco’s critical incident function that supports customer-facing Severity 1 incidents across cloud and on-premise environments where business disruption, financial exposure, reputational risk, or regulatory impact may occur.
This leader will oversee a team of Critical Incident Managers responsible for managing major incidents across a 24x7 operational model while ensuring consistent execution of incident response processes, stakeholder communications, restoration efforts, and post-incident governance.
This is a player-coach leadership role. In addition to managing the team, the individual is expected to actively lead critical incidents when operational demand requires additional leadership support due to staffing constraints, PTO coverage, leave of absence, or significant incident volume spikes.
This role requires a leader who can balance operational execution, people leadership, process maturity, and customer-facing communication during high-pressure situations.
- Lead the overall execution of Majesco’s 24x7 Critical Incident Management function supporting Severity 1 incidents.
- Ensure incidents are managed with urgency, discipline, and adherence to established restoration targets.
- Provide direct incident leadership support during major outages, escalations, staffing shortages, or high-volume incident periods.
- Serve as an escalation point for internal teams, executives, and customer leadership during high-impact incidents.
- Ensure appropriate internal and external resources are engaged quickly during major incidents.
Team Leadership & Workforce Management
- Manage, coach, and develop a team of Critical Incident Managers across a 24x7 operational model.
- Drive scheduling coverage to ensure proper staffing across shifts, weekends, holidays, PTO, and on-call rotations.
- Identify staffing gaps and workforce planning needs based on business growth and operational trends.
- Conduct performance management, career development planning, and regular coaching for team members.
- Build bench strength and succession planning within the incident management organization.
Incident Governance & Process Improvement
- Drive adherence to incident management processes, documentation standards, and operational procedures.
- Ensure incident timelines, communication logs, action items, and post-incident documentation are completed accurately.
- Lead post-incident reviews and identify root causes, recurring failure patterns, and improvement opportunities.
- Partner with Engineering, Cloud Operations, Support, Product, and Customer Success teams to improve restoration outcomes.
- Continuously evolve incident response frameworks, operational playbooks, escalation models, and response procedures.
Customer & Executive Communication
- Oversee customer communication standards during critical incidents.
- Ensure timely and accurate updates are delivered to customers, executives, and internal stakeholders during active incidents.
- Act as a senior communication leader during highly visible customer-impacting events.
- Translate complex technical issues into concise business impact updates for executive audiences.
Metrics & Operational Performance
Own operational KPIs including:
- Mean Time to Acknowledge (MTTA)
- Mean Time to Restore (MTTR)
- SLA adherence
- Incident volume trends
- Repeat incident reduction
- Escalation quality
- RCA completion rates
- Customer satisfaction outcomes
Use operational data to identify trends and improve service reliability.
Required Qualifications
- 5+ years of experience in Critical Incident Management, Major Incident Management, NOC leadership, Service Operations, or related operational leadership roles.
- 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 SaaS, cloud, infrastructure, or enterprise software environments.
- Strong understanding of incident management frameworks (ITIL preferred).
- Experience leading executive-level communications during major incidents.
- Proven ability to lead cross-functional teams during high-pressure situations.
Preferred Qualifications
- Experience supporting enterprise SaaS platforms
- Insurance industry experience preferred
- Experience with ServiceNow or similar ITSM platforms
- Experience working with globally distributed teams
- Experience building operational processes from the ground up
- Experience leveraging AI to drive efficiencies, automation, and scale
Required Skills
- Strong crisis leadership and decision-making ability
- Excellent stakeholder management
- Strong executive communication skills
- Operational discipline and process orientation
- Team leadership and coaching capability
- Strong analytical/problem-solving skills
- Ability to remain calm and decisive during high-pressure events
- Strong organizational and prioritization skills
What Success Looks Like
- Stable 24x7 operational coverage model
- Improved MTTR performance
- Reduced repeat incidents
- Stronger operational rigor
- Higher customer confidence during critical events
- Scalable incident management processes
- Strong employee retention and development within the CIM team
Skills Required
- 5+ years of experience in Critical Incident Management or related roles
- 2+ years of people leadership experience
- Experience in a 24x7 operational support environment
- Experience managing high-severity incidents in SaaS or enterprise software environments
- Strong understanding of incident management frameworks (ITIL preferred)
- Experience leading executive-level communications during major incidents
Majesco Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Majesco and has not been reviewed or approved by Majesco.
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Leave & Time Off Breadth — Flexible or unlimited PTO, paid holidays, and strong support for remote work are widely highlighted. Time-off policies feel generous and practical for work-life balance.
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Healthcare Strength — Health insurance is considered solid and comparable to larger tech firms, with a global EAP also emphasized. Core medical coverage appears to be a dependable part of the package.
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Career-Linked Recognition & Rewards — An employee recognition program and structured development paths (iLearn, CLIMB) are prominently featured. These elements add non-cash value alongside base pay.
Majesco Insights
What We Do
Majesco is the partner P&C and L&A insurers choose to create and deliver outstanding experiences for customers. We combine our technology and insurance experience to anticipate what’s next, without losing sight of what’s important now. Over 350 insurers, reinsurers, brokers, MGAs, and greenfields/startups rely on Majesco’s SaaS platform solutions of core, digital, data & analytics, distribution, and a rich ecosystem of partners to create their next now. As an industry leader, we don’t believe in managing risk by avoiding change. We embrace change, even cause it, to get and stay ahead of risk. With 900+ successful implementations we are uniquely qualified to bridge the gap between a traditional insurance industry approach and a pure digital mindset. We give customers the confidence to decide, the products to perform, and the follow-through to execute. For more information, please visit www.majesco.com.
