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    "ShortDescriptionStr": "Manager, Critical Incident Management\nAt Majesco, we believe in connecting people and business to Insurance in ways that are Innovative, Hyper-Relevant, Compelling and Personal. We bring together the brightest minds to build the future of Insurance; a world where Insurance makes life and business easier, more connected, and better protected.\nIf you are passionate about the power and possibilities that cloud technologies have unleashed and are looking to deliver transformative and innovative solutions that transform the customer experience, come join us!\nMajesco is seeking a Manager, Critical Incident Management to support North American customers.\n",
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    "ExternalDescriptionStr": "<span><strong>About the Role</strong></span>\n<p><span>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.</span></p>\n<p><span>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.</span></p>\n<p><span>This is a <strong>player-coach leadership role</strong>. 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.</span></p>\n<p><span>This role requires a leader who can balance operational execution, people leadership, process maturity, and customer-facing communication during high-pressure situations.</span></p>\n<div>\n &nbsp;\n</div><span><strong>Key Responsibilities</strong></span> <span><strong>Operational Leadership</strong></span>\n<ul>\n <li>Lead the overall execution of Majesco’s 24x7 Critical Incident Management function supporting Severity 1 incidents.&nbsp;</li>\n <li>Ensure incidents are managed with urgency, discipline, and adherence to established restoration targets.&nbsp;</li>\n <li>Provide direct incident leadership support during major outages, escalations, staffing shortages, or high-volume incident periods. &nbsp;</li>\n <li>Serve as an escalation point for internal teams, executives, and customer leadership during high-impact incidents.&nbsp;</li>\n <li>Ensure appropriate internal and external resources are engaged quickly during major incidents.&nbsp;</li>\n</ul>\n<p>&nbsp;</p><span><strong>Team Leadership &amp; Workforce Management</strong></span>\n<ul>\n <li>Manage, coach, and develop a team of Critical Incident Managers across a 24x7 operational model.&nbsp;</li>\n <li>Drive scheduling coverage to ensure proper staffing across shifts, weekends, holidays, PTO, and on-call rotations.&nbsp;</li>\n <li>Identify staffing gaps and workforce planning needs based on business growth and operational trends.&nbsp;</li>\n <li>Conduct performance management, career development planning, and regular coaching for team members.&nbsp;</li>\n <li>Build bench strength and succession planning within the incident management organization.&nbsp;</li>\n</ul>\n<p>&nbsp;</p><span><strong>Incident Governance &amp; Process Improvement</strong></span>\n<ul>\n <li>Drive adherence to incident management processes, documentation standards, and operational procedures.&nbsp;</li>\n <li>Ensure incident timelines, communication logs, action items, and post-incident documentation are completed accurately.&nbsp;</li>\n <li>Lead post-incident reviews and identify root causes, recurring failure patterns, and improvement opportunities.&nbsp;</li>\n <li>Partner with Engineering, Cloud Operations, Support, Product, and Customer Success teams to improve restoration outcomes.&nbsp;</li>\n <li>Continuously evolve incident response frameworks, operational playbooks, escalation models, and response procedures.&nbsp;</li>\n</ul>\n<p>&nbsp;</p><span><strong>Customer &amp; Executive Communication</strong></span>\n<ul>\n <li>Oversee customer communication standards during critical incidents.&nbsp;</li>\n <li>Ensure timely and accurate updates are delivered to customers, executives, and internal stakeholders during active incidents.&nbsp;</li>\n <li>Act as a senior communication leader during highly visible customer-impacting events.&nbsp;</li>\n <li>Translate complex technical issues into concise business impact updates for executive audiences.&nbsp;</li>\n</ul>\n<p>&nbsp;</p><span><strong>Metrics &amp; Operational Performance</strong></span>\n<p><span>Own operational KPIs including:</span></p>\n<ul>\n <li>Mean Time to Acknowledge (MTTA)&nbsp;</li>\n <li>Mean Time to Restore (MTTR)&nbsp;</li>\n <li>SLA adherence&nbsp;</li>\n <li>Incident volume trends&nbsp;</li>\n <li>Repeat incident reduction&nbsp;</li>\n <li>Escalation quality&nbsp;</li>\n <li>RCA completion rates&nbsp;</li>\n <li>Customer satisfaction outcomes&nbsp;</li>\n</ul>\n<p><span>Use operational data to identify trends and improve service reliability.</span></p>\n<p>&nbsp;</p><span><strong>Required Qualifications</strong></span>\n<ul>\n <li>5+ years of experience in Critical Incident Management, Major Incident Management, NOC leadership, Service Operations, or related operational leadership roles.&nbsp;</li>\n <li>2+ years of people leadership experience managing operational or technical teams.&nbsp;</li>\n <li>Experience leading teams in a 24x7 operational support environment.&nbsp;</li>\n <li>Experience managing high-severity incidents in complex SaaS, cloud, infrastructure, or enterprise software environments.&nbsp;</li>\n <li>Strong understanding of incident management frameworks (ITIL preferred).&nbsp;</li>\n <li>Experience leading executive-level communications during major incidents.&nbsp;</li>\n <li>Proven ability to lead cross-functional teams during high-pressure situations.&nbsp;</li>\n</ul>\n<p>&nbsp;</p><span><strong>Preferred Qualifications</strong></span>\n<ul>\n <li>Experience supporting enterprise SaaS platforms&nbsp;</li>\n <li>Insurance industry experience preferred&nbsp;</li>\n <li>Experience with ServiceNow or similar ITSM platforms&nbsp;</li>\n <li>Experience working with globally distributed teams&nbsp;</li>\n <li>Experience building operational processes from the ground up&nbsp;</li>\n <li>Experience leveraging AI to drive efficiencies, automation, and scale&nbsp;</li>\n</ul>\n<p>&nbsp;</p><span><strong>Required Skills</strong></span>\n<ul>\n <li>Strong crisis leadership and decision-making ability&nbsp;</li>\n <li>Excellent stakeholder management&nbsp;</li>\n <li>Strong executive communication skills&nbsp;</li>\n <li>Operational discipline and process orientation&nbsp;</li>\n <li>Team leadership and coaching capability&nbsp;</li>\n <li>Strong analytical/problem-solving skills&nbsp;</li>\n <li>Ability to remain calm and decisive during high-pressure events &nbsp;</li>\n <li>Strong organizational and prioritization skills&nbsp;</li>\n</ul>\n<p>&nbsp;</p><span><strong>What Success Looks Like</strong></span>\n<ul>\n <li>Stable 24x7 operational coverage model&nbsp;</li>\n <li>Improved MTTR performance&nbsp;</li>\n <li>Reduced repeat incidents&nbsp;</li>\n <li>Stronger operational rigor&nbsp;</li>\n <li>Higher customer confidence during critical events&nbsp;</li>\n <li>Scalable incident management processes&nbsp;</li>\n <li>Strong employee retention and development within the CIM team</li>\n</ul>",
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