Job
Description
As a Major Incident & Problem Manager at UST, you will play a crucial role in leading critical incident response efforts and ensuring timely resolution of business and customer-impacting incidents in a 24x7x365 environment. Your responsibilities will include: - Assessing the impact and severity of major incidents and gathering data to support decision-making. - Acting as the primary contact during critical incidents, keeping all relevant teams informed and engaged. - Leading incident response efforts, including triage, technical bridges, recovery coordination, and communication. - Maintaining clear, timely communication with internal stakeholders, external partners, and authorities. - Developing and maintaining communication templates for effective incident updates. - Ensuring adherence to response SLAs and escalation procedures. - Coordinating with external vendors for additional support during incidents. - Maintaining accurate records of incident response activities and decisions. - Conducting thorough post-incident reviews to identify root causes and improvement opportunities. - Assigning and tracking Problem records to resolution, coordinating RCA to closure. - Creating and managing incident response and escalation plans. - Establishing metrics and reporting to track incident and problem management performance. - Continuously reviewing and updating incident response plans and frameworks. - Providing support and guidance to the incident response team during complex situations. - Developing contingency plans for various scenarios and ensuring organizational readiness. Qualifications required for this role are: - 4+ years of experience in IT operations within a large-scale environment. - 5+ years of hands-on experience leading major incident resolution. - Strong background in Incident and Problem Management (5+ years). - Solid understanding of ITIL processes - Incident, Problem, and Change Management. - Experience working with ServiceNow (or similar ITSM platforms). - Familiarity with cloud platforms like AWS and Azure. - Ability to work in a 24x7x365 on-call rotation. About UST: UST is a global digital transformation solutions provider with a track record of over 20 years. UST partners with the world's best companies to bring real impact through transformation. With deep domain expertise, innovation, and agility, UST embeds these qualities into their clients' organizations. UST has over 30,000 employees in 30 countries, building for boundless impact and touching billions of lives in the process. As a Major Incident & Problem Manager at UST, you will play a crucial role in leading critical incident response efforts and ensuring timely resolution of business and customer-impacting incidents in a 24x7x365 environment. Your responsibilities will include: - Assessing the impact and severity of major incidents and gathering data to support decision-making. - Acting as the primary contact during critical incidents, keeping all relevant teams informed and engaged. - Leading incident response efforts, including triage, technical bridges, recovery coordination, and communication. - Maintaining clear, timely communication with internal stakeholders, external partners, and authorities. - Developing and maintaining communication templates for effective incident updates. - Ensuring adherence to response SLAs and escalation procedures. - Coordinating with external vendors for additional support during incidents. - Maintaining accurate records of incident response activities and decisions. - Conducting thorough post-incident reviews to identify root causes and improvement opportunities. - Assigning and tracking Problem records to resolution, coordinating RCA to closure. - Creating and managing incident response and escalation plans. - Establishing metrics and reporting to track incident and problem management performance. - Continuously reviewing and updating incident response plans and frameworks. - Providing support and guidance to the incident response team during complex situations. - Developing contingency plans for various scenarios and ensuring organizational readiness. Qualifications required for this role are: - 4+ years of experience in IT operations within a large-scale environment. - 5+ years of hands-on experience leading major incident resolution. - Strong background in Incident and Problem Management (5+ years). - Solid understanding of ITIL processes - Incident, Problem, and Change Management. - Experience working with ServiceNow (or similar ITSM platforms). - Familiarity with cloud platforms like AWS and Azure. - Ability to work in a 24x7x365 on-call rotation. About UST: UST is a global digital transformation solutions provider with a track record of over 20 years. UST partners with the world's best companies to bring real impact through transformation. With deep domain expertise, innovation, and agility, UST embeds these qualities into their clients' organizations. UST has over 30,000 employees in
