Security Consultant - Incident Manager

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.ResponsibilitiesIncident OwnershipAct as the single point of contact (SPOC) for all major and critical incidents (P1/P2).Restoration ManagementDrive resolution by coordinating with technical support teams, vendors, and third parties to restore services within defined SLAs.Impact AssessmentEvaluate business impact and prioritize incident response accordingly.CommunicationProvide timely and transparent communication to stakeholders during the incident lifecycle — including incident updates, business impact statements, and recovery progress.Escalation ManagementProactively 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 GovernanceEnforce ITIL-aligned incident and problem management processes, ensuring compliance and continuous improvement.ReportingGenerate daily, weekly, and monthly incident metrics, trend analyses, and SLA reports for management.Continuous ImprovementIdentify process gaps and work with service delivery teams to enhance operational resilience and reduce incident frequency.CollaborationWork closely with Service Delivery Managers, Change Managers, and Problem Managers to ensure service stability.Shift OperationsSupport 24x7 operations with on-call availability for major incidents. Required education Bachelor's Degree Preferred education Master's Degree Required technical and professional expertise ITIL Foundation Certification (mandatory)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).