About The Opportunity
A fast-scaling IT services and enterprise operations firm, we specialize in delivering mission-critical incident response, service continuity, and digital resilience for global enterprise clients across BFSI, telecom, and cloud infrastructure verticals. We operate with a zero-downtime philosophy, deploying high-velocity incident resolution frameworks that align with ITIL v4, SRE, and ISO 20000 standards—ensuring systems stay live while teams stay agile.
Role & Responsibilities
- Lead end-to-end incident lifecycle management—from detection & triage to resolution & postmortem—with strict SLA adherence and minimal MTTR.
- Act as the primary escalation point during major incidents, mobilize cross-functional tech teams (Dev, SRE, Network, Security), and drive real-time resolution.
- Own incident communication—crafting clear status updates for stakeholders, executives, and customers using standardized templates and digital war rooms.
- Run post-incident reviews, document root causes, implement corrective actions, and track remediation to prevent recurrence.
- Optimize incident playbooks, automate alert routing using PagerDuty/ServiceNow, and improve detection rules via SIEM/SOC integrations.
- Train L1/L2 teams on incident handling protocols, escalation matrices, and documentation best practices to elevate organizational resilience.
Skills & Qualifications
Must-Have
- ITIL v4 Foundations Certified
- ServiceNow Incident Management Module
- PagerDuty Alerting & On-Call Management
- SIEM Tools (Splunk, QRadar, or AlienVault)
- Incident Triage & Escalation Matrix Design
- Postmortem Documentation & RCA Frameworks
Preferred
- SRE Principles or DevOps Incident Playbooks
- Experience with Jira Service Management
- familiarity with cloud platforms (AWS/Azure/GCP incident handling)
Benefits & Culture Highlights
- Work directly with Fortune 500 clients—you'll be at the center of high-impact, real-time problem solving.
- Structured career ladder with Incident Leadership tracks—move from Manager to Global War Room Lead or SRE Ops Head.
- Zero-blame postmortems + learning stipends for certifications like ITIL 4 Specialist or SRE Foundation.
Skills: etl,itil,servicenow,incident handling
