Lead Consultant - Problem Management Services

Lead

In this role, you will be responsible for coding, testing and delivering high quality deliverables, and should be willing to learn new technologies.

Responsibilities

• Lead and manage the resolution of high-impact incidents across diverse technology platforms.
• Ensure timely escalation, coordination, and communication with technical teams, leadership, and business stakeholders.
• Drive post-incident reviews, root cause analysis, and continuous improvement initiatives.
• Maintain and enhance the Major Incident Management framework and documentation.
• Strong understanding of system architecture and infrastructure.
• Responsible of identifying, analyzing, and resolving the root causes of recurring incidents or potential issues in the system.
• Experience with monitoring tools, observability tools Datadog.
• Familiarity with incident and change management processes.
• Ability to analyze logs, metrics, and traces to diagnose issues.
• Fair understanding of Root cause analysis and Preventive & Corrective Actions.

.Strong understanding of system architecture and infrastructure.

.Responsible of identifying, analyzing, and resolving the root causes of recurring incidents or potential issues in the system.

.Experience with monitoring tools, observability tools Datadog.

.Familiarity with incident and change management processes.

.Ability to analyze logs, metrics, and traces to diagnose issues.

.Fair understanding of Root cause analysis and Preventive & Corrective Actions.

Technology Understanding & Azure Exposure

• Possess a solid understanding of IT infrastructure, applications, and cloud environments.
• Familiarity with

  Microsoft Azure

  services and architecture to support incident triage and resolution.
• Collaborate with cloud and infrastructure teams to ensure effective incident handling in Azure-hosted environments.

SRE

.Utilize SRE principles to reduce incident impact and improve system resilience.

• Support automation and monitoring initiatives that enhance incident detection and response.

Reporting & Analytics

• Generate and present incident reports using

  Excel

  ,

  PowerPoint

  ,

  Power BI

  , and

  Microsoft Flow

  .
• Build dashboards and visualizations to track incident trends, SLA performance, and operational metrics.
• Provide clear and concise reporting to leadership and stakeholders during and after major incidents.

Communication & Stakeholder Engagement

• Communicate effectively with technical and non-technical audiences during high-pressure situations.
• Deliver real-time updates and post-incident summaries with clarity and professionalism.
• Foster strong relationships across teams and departments to ensure smooth incident resolution.

Shift Flexibility

• Willingness to work in a

  rotating 24x5 shift model

  , including early mornings, evenings, and overnight shifts.
• Provide coverage during critical business hours and off-peak times as needed.

Preferred Background

• Experience in the

  insurance domain

  is a strong advantage.

Qualifications we seek in you!

Minimum Qualifications

.Excellent knowledge, experience, and excellence within the specific area of Major Incident Management

.ITIL Trained, Tested and Certified. (ITIL Foundation Certified)

.Excellent English communication skills (written and oral), with experience interacting with all levels of management both within Company and Customer organizations.

.Advance Knowledge of Microsoft Excel.

.Resource should be stable, no frequent job changes. Should have spent at least 18 months in current organization.

Preferred Qualifications/ Skills

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