Job Description

Country/Region: IN
Requisition ID: 29028
Work Model:
Position Type:
Salary Range:
Location: INDIA - NOIDA- BIRLASOFT OFFICE

Title:

Technical Lead-Cloud & Infra Engg

==================================================

Description:

Area(s) of responsibility

-----------------------------

Major Incident Manager -

Incident Leadership: Oversee end-to-end management of major IT incidents (P1/P2) to ensure swift resolution and minimal disruption. Assessment & Escalation: Classify incidents by severity and impact to drive appropriate response and escalation. Central Coordination: Lead bridge calls, aligning technical teams, vendors, and stakeholders. Clear Communication: Deliver timely updates to executives, clients, and users throughout the incident lifecycle. Post-Incident Review: Conduct RCA and implement corrective actions to prevent recurrence. Process Optimization: Enhance incident response protocols, tools, and documentation. Collaboration: Partner with Problem, Change, and Continuity teams to strengthen service resilience. Team Development: Mentor junior staff and lead knowledge-sharing initiatives. Governance: Ensure compliance with ITIL and client-specific ITSM standards. Reporting: Create detailed Major Incident Reports (MIRs) with timelines and lessons learned. * Knowledge Management: Document resolutions and workarounds for future reference.