Major Incident Manager

Major Incident Managers !!!

Job Title:

Location: Bangalore

Exp:7-10 years

Job Summary:

The Sr. Solutions Engineer manages the entire operational support lifecycle, including service request fulfillment, incident intake, and major incident command. This role ensures a rapid response to user needs, escalates critical issues, and drives incident mitigation. The role is also responsible for proactive monitoring, incident documentation, and collaboration with key operations and engineering teams to ensure the highest service availability standards.

Required Education, Experience/Skills/Training:

Basic Qualifications

• 5+ years of experience in a 24x7 IT call center or helpdesk role, with 2+ years of experience in a 24x7 IT Major Incident, Problem, or Change Management role
• Strong knowledge and hands-on experience with ITSM tools such as ServiceNow, PagerDuty, and JIRA
• Hands-on experience fulfilling user service requests and troubleshooting front-line technical issues
• Proven ability to lead during high-pressure, mission-critical incidents
• Excellent organizational, analytical, and communication skills for presenting needs, challenges, and solutions to teams, partners, and stakeholders, as well as driving critical incidents to resolution
• Ability to deliver high-quality results in a heavy multitasking environment
• ITIL v3 or ITIL v4 Foundation Certification
• Experience with observability tools such as DataDog, BigPanda, Conviva, Grafana, Splunk
• Experience leading peers as well as working with minimal supervision

Preferred Qualifications

• Familiarity with streaming media workflows, broadcast systems, and IT infrastructure
• Technical or cloud certifications (AWS, Azure, or similar)
• Knowledge and experience with Problem Management or Change Management Processes
• Knowledge of reliability and resiliency practices (failover strategies, circuit breaker patterns)

Required Education

• Bachelor’s degree in computer science, information technology, or related field

Responsibilities and Duties of the Role:

• Fulfill service requests within SLA timelines
• Monitor system health using industry standard monitoring tools such as DataDog, Conviva, Grafana, Splunk, BigPanda, etc.
• Maintain runbooks, intake procedures, and request fulfillment workflows
• Respond to issues arising from monitoring, inquiries, or automated reporting
• Assess incident priority and severity, and accurately log in ServiceNow or JIRA
• Perform initial incident triage, escalating to higher-tier support when needed
• Lead Priority 1 and 2 incidents as Incident Commander - coordinating resolution
• Deliver concise, timely stakeholder communications during active incidents
• Ensure incident record data accuracy
• Partner and participate in Major Incident Problem Management reviews

Interested and Eligible candidates can apply !!