Security Consultant - Incident Manager

Introduction

Your Role And Responsibilities

• The Incident Manager is responsible for driving the end-to-end management of major incidents, ensuring minimal impact to business operations, restoring services within agreed SLAs, and preventing recurrence through effective post-incident reviews. The role requires coordination across global technical teams, vendors, and business stakeholders in a high-pressure, 24x7 environment.
• Responsibilities
• Incident Ownership: Act as the single point of contact (SPOC) for all major and critical incidents (P1/P2).
• Restoration Management: Drive resolution by coordinating with technical support teams, vendors, and third parties to restore services within defined SLAs.
• Impact Assessment: Evaluate business impact and prioritize incident response accordingly.
• Communication: Provide timely and transparent communication to stakeholders during the incident lifecycle — including incident updates, business impact statements, and recovery progress.
• Escalation Management: Proactively escalate critical issues to senior management and ensure timely decision-making.
• Root Cause Analysis (RCA): Facilitate post-incident reviews, ensure RCA documentation, and track preventive and corrective actions to closure.
• Process Governance: Enforce ITIL-aligned incident and problem management processes, ensuring compliance and continuous improvement.
• Reporting: Generate daily, weekly, and monthly incident metrics, trend analyses, and SLA reports for management.
• Continuous Improvement: Identify process gaps and work with service delivery teams to enhance operational resilience and reduce incident frequency.
• Collaboration: Work closely with Service Delivery Managers, Change Managers, and Problem Managers to ensure service stability.
• Shift Operations: Support 24x7 operations with on-call availability for major incidents.
  

Preferred Education

Required Technical And Professional Expertise

• Experience managing Major Incidents (P1/P2) in large-scale enterprise IT environments.
• Familiarity with ITSM tools such as ServiceNow, BMC Remedy, or IBM Control Desk.
• Understanding of infrastructure components — servers, storage, networks, databases, cloud (AWS, Azure, IBM Cloud), and application layers.
• Ability to analyze logs, monitoring alerts, and performance metrics to support technical teams during triage.
• perience with automation and monitoring tools (e.g., Splunk, AppDynamics, Dynatrace, Nagios).
• Basic understanding of change and problem management processes to coordinate cross-functional dependencies.
• Proven experience in service delivery environments supporting BFSI, Telecom, or Manufacturing domains preferred.
• Familiarity with major outage management frameworks and command center operations.
• 5–10 years of overall IT experience with at least 3 years in an Incident Management or Service Management role in a global environment.
• Prior experience in managing incidents across hybrid infrastructure and cloud environments (IBM Cloud, Azure, AWS, GCP).