ITSM / Major Incident & Operations Specialist

About Mercedes-Benz Research & Development India

Mercedes-Benz Research & Development India (MBRDI) is the largest research and development center of Mercedes-Benz Group AG outside Germany. It works 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 ensures 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

• Participate in on-call rotations supporting 24/7 enterprise operations.
• Validate and classify major incident triggers in line with ITIL guidelines.
• Lead major incident bridge calls during high-impact incidents.
• Communicate clearly and promptly with stakeholders and leadership.
• Coordinate cross-functional teams to drive incident resolution.
• Publish root cause analyses and capture lessons learned.

IT Service Operations & Coordination

• Lead daily operational coordination across IT service, infrastructure, and application teams.
• Maintain incident categorization and prioritization standards.
• Ensure the quality and consistency of incident, problem, and change tickets.
• Coordinate support engagement across L1, L2, and L3 teams.
• Facilitate operational review and service performance meetings.
• Publish user communications regarding incidents, outages, and service updates.
• Govern middleware-related operational activities and changes.
• Coordinate training schedules for internal IT environments and operational teams.

Governance, Compliance & KPI Reporting

• Track service performance KPIs, including SLA compliance, P1 reduction, and resolution times.
• Perform trend analysis to 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 the lifecycle of Standard, Normal, and Emergency changes.
• Ensure change quality through governance and control frameworks.
• Govern patching, security updates, and production change activities.
• Support risk assessment and impact analysis for enterprise changes.

Required Skills & Experience

• 6 to 9 years of hands-on experience in ITSM and IT Operations.
• Strong practical knowledge of ITIL processes and service lifecycle management.
• Experience working in enterprise-scale IT environments.
• Hands-on experience with enterprise monitoring and observability tools.
• Experience managing major incidents, escalations, and business-critical outages.
• Strong analytical, documentation, and reporting capabilities.
• Excellent communication and stakeholder management skills.
• Ability to remain composed and effective under pressure.
• Strong cross-team and cross-region collaboration skills.
• Willingness to support 24/7 operational models.

Diversity & Inclusion

Mercedes-Benz Research & Development India is committed to building an inclusive and diverse workplace and provides equal opportunities to qualified candidates regardless of gender, age, disability, ethnicity, or background.

Benefits

• Hybrid work possible
• Employee discounts
• Health benefits
• Mobile phone and meal discounts
• Company retirement benefits
• Mobility offers and employee events
• Coaching and flextime possible
• Parking, in-house doctor, and good public transport
• Barrier-free workplace, near-site childcare, canteen, and café

Contact

Mercedes-Benz Research and Development India Private Limited
Brigade Tech Gardens, Katha No. 119560037, Bengaluru
Jacob Cyril: jacob.cyril@mercedes-benz.com