Job Description

:

Key Responsibilities

Critical Incident Management

+ Act as the

Major Incident Manager

for high-priority incidents, ensuring quick triage, resolution coordination, and stakeholder communication.
+ Drive war-room/bridge calls, engage the right SMEs, and apply AI/automation for triage and RCA acceleration.
+ Provide timely, executive-level updates and post-incident summaries.

Problem Management

+ Lead proactive and reactive problem investigations, trend analysis, and RCA documentation.
+ Establish permanent fixes, preventive measures, and knowledge articles to avoid recurrence.
+ Collaborate with engineering and operations teams to strengthen resilience and stability.

Service Operations Management

+ Knowledgeable in other ITSM processes: Change, Release, Request Fulfillment, and Knowledge Management.
+ Ensure SLA/OLA adherence, continual improvement, and governance across IT services.

Full Stack Service Management

+ Collaborate with Apps, Infra, Cloud, DevOps, and security teams for

end-to-end service visibility

.
+ Monitor capacity, performance, and availability metrics for both infra and applications.
+ Enable proactive detection and predictive operations via observability and AIOps platforms.

Automation & AI Enablement

+ Embed AI/ML into workflows for triage, RCA, and predictive incident management.
+ Implement automation, runbooks, and self-healing playbooks to reduce MTTR.

Continuous Improvement

+ Apply Lean practices to eliminate waste, standardize workflows, and benchmark process performance.
+ Drive service reviews, RCA learnings, and proactive problem prevention strategies.

Stakeholder Engagement

+ Provide executive-ready reporting on critical incidents, problem trends, and service health.
+ Partner with business stakeholders to translate operational data into actionable strategies.

Primary Skills

Critical Incident Management

- managing end-to-end lifecycle of P1/P2 incidents, rapid triage, war-room leadership, stakeholder communications, RCA input.

Problem Management

- root cause analysis, trend analysis, permanent fix enablement, and preventive measures.

Required Skills & Qualifications

Bachelor's degree in Computer Science, IT, or related field.

8-12 years of experience

in IT Service Management / IT Operations with direct expertise in

Critical Incident Management

and

Problem Management

. Strong knowledge of ITIL v4 practices; ITIL certification preferred. Hands-on experience with

ITSM tools

(ServiceNow, BMC Remedy, etc.). Familiarity with observability/automation platforms (ServiceNow ITOM, Splunk, Dynatrace, AppDynamics, AIOps, RPA). Understanding of

DevOps, SRE, and cloud service models (AWS, Azure, GCP)

. Excellent stakeholder management and communication skills.

Preferred Skills

Experience with

AI/ML-driven operations

for incident and problem management. Knowledge of

Agile/DevOps delivery models

. Exposure to

multi-supplier governance and integration

. Ability to mentor junior analysts in incident and problem management practices.
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