Description

You will own the stability, performance, and operational transparency of product infrastructure across all data centers and business locations.

This role is on-site.

Responsibilities

• Monitor server infrastructure, bandwidth, and website uptime, triggering appropriate alerts and actions based on agreed OLAs.
• Drive incident restoration by guiding technical teams toward timely resolutions and managing the full ticket lifecycle for major incidents.
• Manage communication bridges during internal crises, providing succinct updates to stakeholders and maintaining a bridge commander presence.
• Schedule and facilitate postmortem meetings, leading root cause analysis and documenting action items for process and technology improvements.
• Review scheduled changes for compliance with standards, ensuring impact assessments and rollback procedures are clearly defined.

Required Skills

• 10+ years of experience in IT Service Management, specifically within Incident, Change, and Problem Management processes.
• Hands-on proficiency with ServiceNow, Jira, Grafana, and MS Tools.
• Strong working knowledge of ITIL best practices or equivalent frameworks such as COBIT or PRINCE.
• Ability to work rotational shifts, including nights and weekends, to support 24x7 operations.
• Excellent written and verbal communication skills in English, with the ability to produce concise executive-level documentation.
• Experience liaising seamlessly across different functional groups and business units.

Preferred Skills

• Exposure to monitoring network, server, and broader infrastructure services.
• Methodological mindset with a track record of designing and implementing process or technology changes for measurable business benefits.

Referral Bonus: Refer a candidate and earn ₹50,000.

Key Skills

Education

Any Graduate