Description

Lead real-time operational incidents and crisis scenarios as the primary escalation point. This role ensures ITIL-aligned processes for Incident, Change, and Problem Management while driving continuous improvement through Root Cause Analysis.

This role is on-site.

Responsibilities

• Lead major incident calls and coordinate cross-functional response activities across engineering, security, and vendors.
• Enforce ITIL standards for Incident, Change, and Problem Management execution.
• Produce detailed incident reports, RCA documentation, operational dashboards, and customer communication updates.
• Drive corrective and preventive actions by analyzing trends to reduce MTTR and improve operational stability.

Required Skills

• 8-12 years of relevant experience in incident and operations management.
• Deep expertise in ITIL-aligned Incident, Change, and Problem Management processes.
• Proven ability to lead major incident calls and coordinate resolution activities.
• Strong capability in Root Cause Analysis (RCA) documentation and ownership of corrective actions.
• Experience creating operational runbooks and maintaining knowledge articles.
• Skilled in generating operational reports and managing incident documentation.

Preferred Skills

• Operations experience in enterprise support or mission control environments.

Key Skills

Education

Any Graduate