Description

You will lead incident management and production support for enterprise contact center and cloud operations.

This role is remote.

Responsibilities

• Lead and coordinate major incident war rooms from initiation through service restoration.
• Assess incident severity, business impact, and prioritize recovery efforts.
• Drive restoration-first actions including failover, rollback, and workaround coordination.
• Provide timely executive updates on incident status, business impact, and resolution timelines.
• Maintain accurate incident documentation, including MTTR, MTTD, and problem records.

Required Skills

• 5+ years of experience in IT Operations, Production Support, or Service Operations.
• Strong background in Incident Management and enterprise production support.
• Experience with Amazon Connect, Genesys, or NICE CXone.
• Proficiency with ServiceNow for IT operations and ticketing.
• Ability to coordinate cross-functional technical teams and vendors during critical incidents.
• Willingness to work rotational shifts in a 24x7x365 command center environment.

Preferred Skills

• Understanding of ITIL Incident and Problem Management processes.
• Experience with AI/GenAI tools (e.g., Microsoft Copilot, Claude) for operational efficiency.
• Knowledge of Service Reliability Engineering (SRE) principles.

Key Skills

Education

Any Graduate