Description

Key Skills: Incident Management, Operations, ITIL, RCA

Roles and Responsibilities:

• Lead and manage real-time operational incidents, escalations, and crisis scenarios as the primary escalation point.
• Coordinate cross-functional response activities across engineering, security, vendors, and customer stakeholders during critical events.
• Ensure Incident, Change, and Problem Management processes are followed according to ITIL standards.
• Produce incident reports, RCA documentation, operational dashboards, and customer communication updates.
• Drive corrective and preventive actions by analyzing incidents, identifying recurring issues, and improving MTTR through trend analysis.

Skills Required:

• 8 - 12 years of relevant experience in incident and operations management
• Incident Management, including leading major incident calls and coordinating resolution activities.
• ITIL-aligned Incident, Change, and Problem Management process execution.
• RCA (Root Cause Analysis) documentation and corrective/preventive action ownership.
• Operational reporting, runbook creation, and maintaining incident documentation and knowledge articles.

Good to Have:

• Operations experience in enterprise support or mission control environments.

Education: Any Graduation

Key Skills

Education

Any Graduate