Lead Process Analyst - IT Operations

You will be joining the Mission Critical Team at FC Global Services India LLP, responsible for seamless major incident management across global operations. As a Lead Process Analyst - IT Operations, your role will involve coordinating with experts in India and the US to restore critical services quickly and efficiently during high-severity IT disruptions. Your impact will be crucial in minimizing downtime, protecting customer trust, and ensuring business continuity across global operations. You will lead the charge as the single point of command, driving resolution with precision, urgency, and clarity under pressure. - Take end-to-end responsibility for the management, communication, escalation, investigation, and resolution of Major incidents, ensuring timely and quality updates for business and customers. - Act as the Major Incident escalation focal point, identifying and resolving conflicts and bottlenecks. - Drive, develop, and manage the major incident process and associated procedures/systems. - Provide consolidated production incident metrics to the Director of Technology Operations along with resolution rates. - Develop and maintain a Skills matrix around agreed Critical Systems for use in Incident Situations. - Be an Evangelist for the Major Incident Management Process. - Bachelors degree in computer science or related field. - 10 to 15 years of experience in a Technology operations environment. - Experience as a Major Incident Manager within an Enterprise scale environment demonstrating strong analytical fault-finding, diagnostics, and troubleshooting skills. - Strong communication skills, written and verbal. - Extensive experience with incident and problem management, change management, or disaster recovery. - Ability to work independently with minimum supervision. - Strong organizational skills. - Previous exposure to ITSM toolsets with a clear understanding of how tools should be used to support incident management process activities. - Ability to effectively communicate ideas in both technical and non-technical terms to stakeholders and leadership. - Excellent interpersonal and influencing skills, remaining calm and courteous while working to resolve problems.,