Description

Key Skills: Amazon Connect, Genesys, NICE CXone, Incident Management, ServiceNow, IT Operations, Production Support, Service Operations, Network Operations, Contact Center Operations

Good to Have Skills: Experience working within enterprise contact center or cloud operations environments. Understanding of ITIL Incident Management and Problem Management processes. Experience with Service Reliability Engineering (SRE) or enterprise operational command centers. Knowledge of cloud platforms and enterprise production support best practices. AI/GenAI tools such as Microsoft Copilot, Claude for operational productivity.

Roles & Responsibilities:

• Lead and coordinate major incident war rooms from initiation through service restoration.
• Assess incident severity, business impact, affected services, and prioritize recovery efforts.
• Drive a restoration-first approach by coordinating failover, rollback, rerouting, workaround, and recovery activities.
• Coordinate cross-functional technical teams, vendors, and operational stakeholders during critical incidents.
• Provide timely communication and executive-level updates on incident status, business impact, recovery progress, and estimated resolution timelines.
• Monitor incident progress, track action items, dependencies, and ensure accountability across participating teams.
• Maintain accurate incident documentation including timelines, decisions, recovery actions, MTTR, MTTD, and problem records.
• Utilize AI tools to assist with incident documentation, RCA drafting, transcript summarization, and operational efficiency.
• Participate in a 24x7 on-call and rotational support model for major incident management.

Experience Required: 3+ years of experience in IT Operations, Production Support, Service Operations, Network Operations, Contact Center Operations, Incident Management, or related operational roles. Experience serving as an Incident Manager, Incident Commander, Command Center, Site Reliability Operations, or similar position. Strong experience managing enterprise production incidents and driving service restoration. Willingness to work rotational shifts in a 24x7x365 command center environment

Key Skills

Education

Any Graduate