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Principal Associate - IT (IT Incident Manager)Eurofins · Coimbatore, TN, in
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Eurofins

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Principal Associate - IT (IT Incident Manager)

🗓️ Posted 2026-07-28 Coimbatore, TN, in Full-time Hybrid ICT
💰 Salary Not shared 📊 Market ₹200,000–₹350,000/mo

About the Company

Eurofins Scientific is an international life sciences company which provides a unique range of analytical testing services to clients across multiple industries. The Group believes it is the world leader in food, environment and pharmaceutical products testing and in agroscience CRO services. It is also one of the global independent market leaders in certain testing and laboratory services for genomics, discovery pharmacology, forensics, advanced material sciences and for supporting clinical studies. In addition, Eurofins is one of the key emerging players in specialty clinical diagnostic testing in Europe and the USA. Group's key figures are approx. 7.296 billion Euros turnover, over 950 laboratories across 59 countries and about 65,000 staff.

Responsibilities

  • ● Own and manage the end-to-end Major Incident Management lifecycle, including detection, logging, impact assessment, escalation, coordination, resolution, closure, and post-incident follow-up.
  • ● Act as the central coordination point during major incidents, ensuring the right technical teams, service owners, vendors, and stakeholders are engaged at the right time.
  • ● Lead technical and operational bridge calls during major incidents, maintain focus on service restoration, and drive timely decision-making.
  • ● Ensure accurate, timely, and professional communication to business stakeholders, IT leadership, service owners, and impacted users throughout the incident lifecycle.
  • ● Assess incident priority, severity, impact, urgency, business risk, and service disruption in partnership with technical teams and service owners.
  • ● Track major incident progress, document key actions, decisions, timelines, ownership, and recovery steps in the ITSM tool.
  • ● Drive post-incident reviews and ensure RCA, lessons learned, and preventive actions are documented, assigned, and tracked to closure.
  • ● Collaborate closely with Incident Management, Problem Management, Change Management, Service Owners, Infrastructure, Cloud, Compute, Network, Monitoring, and Service Desk teams.
  • ● Monitor incident trends, recurring service disruptions, and operational risks to support continuous service improvement.
  • ● Support the improvement of major incident processes, templates, communication standards, escalation matrices, dashboards, and governance reporting.
  • ● Prepare executive summaries, incident timelines, PIR reports, RCA summaries, dashboards, and audit-ready documentation for leadership review.
  • ● Ensure compliance with ITIL practices, internal governance expectations, and agreed operational procedures.
  • ● Contribute to automation, monitoring, alerting, and knowledge-management improvements to reduce incident detection and response time.
  • ● Maintain professional readiness to support high-priority incidents outside standard business hours when required.

Requirements

  • ● Minimum 5 years of experience in IT operations, infrastructure support, service operations, incident management, or cloud services.
  • ● Proven experience coordinating major incidents or high-priority incidents.