Major Incident Manager

Be the Driving Force Behind Critical IT Resolutions - with a Forward-Thinking Edge!

When technology fails, businesses stop. Are you the kind of person who thrives in high-pressure situations, quickly bringing teams together to solve complex IT incidents? Do you excel at making fast, informed decisions to restore critical services? If so, we want you on our team!

We are seeking a Major Incident Manager to join our Technology Operations Centre in India. In this role, you will lead the charge in restoring critical IT services, working closely with teams in the Philippines, Mexico, and the UK. Your ability to coordinate, communicate, and drive resolution will ensure minimal business disruption while improving overall system resilience.

As technology evolves, so do we. Experience or interest in using AI and automation to enhance incident response will be considered a valuable advantage.

• Lead and coordinate major incident resolution efforts, ensuring minimal business disruption.
• Monitor and collaborate with Service Desk, SRE, Application Support Engineers, and other Technology Operations colleagues to drive fast and effective resolution of major incidents.
• Work closely with global Technology Operations teams, Platform Teams, Vendors, and SMEs, ensuring the right expertise is engaged at the right time.
• Analyse system health and troubleshoot incidents using Grafana dashboards.
• Provide timely and clear stakeholder communication.
• Utilize ServiceNow and Jira to track incidents and continuous improvements.
• Facilitate post-incident reviews, identifying lessons learned and preventive actions.
• Identify opportunities for automation and efficiency improvements in incident management.
• Hands-on experience with paging solutions to streamline incident alerts and escalations.
• Leverage AI-driven tools or techniques for incident prediction, impact analysis, Action tracking or post-incident insights.

• 10+ years of experience in SRE, DevOps, IT Service Management, or IT Operations.
• Proven expertise in major incident management within large-scale enterprise environments.
• Hands-on experience with ServiceNow and Jira.
• (Desirable) Exposure to AI/ML technologies or interest in integrating AI into operational workflows.
• Practical knowledge of Grafana for system monitoring and troubleshooting.
• Good understanding of Azure, Kubernetes, APIs, and Google Cloud VMware Engine (GCVE).
• Strong grasp of IT infrastructure, including networks, middleware, servers, storage, and databases.
• Excellent problem-solving and decision-making skills, especially under pressure.
• Experience working in a global, distributed team environment.
• Familiarity with SRE, DevOps and ITIL best practices (Incident, Problem, and Change Management).

• Exceptional communication skills, translating technical details into business language.
• Strong stakeholder management and crisis-handling abilities.
• Ability to thrive in fast-paced environments and handle multiple priorities.
• Adaptability to evolving technologies and a passion for delivering world-class IT services.

• Shift hours: Two shifts - Morning shift starting at 06:00 IST and Afternoon shift starting at 13:00 IST.
• 5-day work schedule with 3 days off, including some weekend shifts.
• Hybrid work model: Work from home on Fridays, Saturdays, and Sundays.
• Global collaboration with teams across Mexico, Philippines, and the UK.