Technical skills:

• ITIL incident, problem & change management expertise
• Experience handling Major Incidents in 24x7 global operations
• Ability to lead technical troubleshooting across infrastructure platform & applications
• Hands-on knowledge of incident tools
• Good understanding of monitoring tools
• Knowledge of SLA governance, escalation matrix & ITSM processes

Responsibilities:

• Own and manage end-to-end Major Incidents (P1/P2) ensuring rapid restoration of services.
• Coordinate with cross-functional teams (Network, Server, Security, Cloud, Application) to drive incident resolution.
• Chair bridge calls, assign tasks, manage updates and ensure real-time communication to stakeholders.
• Ensure proper incident logging, impact assessment, business communication & timely escalation.
• Conduct Root Cause Analysis (RCA), document incident summaries, and ensure preventive actions.
• Drive post-incident review meetings and continuous improvement activities.
• Monitor incident trends, generate MIS dashboards and provide proactive recommendations.
• Ensure SLA compliance and governance across global operations.