Role Overview :

As a Major Incident Management Engineer, you will be at the forefront of resolving critical service disruptions, ensuring minimal impact on our business operations and customer experience. Your day-to-day will involve leading incident bridges, coordinating technical teams, and driving rapid resolution of high-severity incidents.

You will collaborate closely with various stakeholders, including engineering, operations, and business units, to restore services quickly and efficiently. Your expertise will directly contribute to maintaining service availability, reducing downtime, and enhancing overall customer satisfaction.

Key Responsibilities :

- Lead and facilitate major incident calls, ensuring clear communication, effective collaboration, and timely resolution of incidents for all impacted stakeholders.

- Drive the incident management process, including incident identification, classification, prioritization, and escalation, to minimize service disruption and business impact.

- Coordinate technical teams across multiple domains to troubleshoot, diagnose, and resolve complex incidents, ensuring efficient resource utilization and effective problem-solving.

- Develop and maintain incident management documentation, including incident reports, root cause analysis, and post-incident reviews, to improve incident response processes and prevent future occurrences.

- Identify and implement process improvements to enhance the efficiency and effectiveness of the incident management process, reducing incident resolution time and improving service availability.

- Communicate incident status, progress, and resolution to stakeholders at all levels, ensuring transparency and managing expectations throughout the incident lifecycle.

- Monitor service performance and proactively identify potential incidents, taking preventative measures to avoid service disruptions and maintain optimal service levels.

Required Skillset :

- Demonstrated ability to manage and resolve major incidents in a complex, high-pressure environment, minimizing service disruption and business impact.

- Proven expertise in ITIL incident management principles and practices, ensuring adherence to industry standards and best practices.

- Excellent communication, interpersonal, and leadership skills, enabling effective collaboration with technical teams and stakeholders at all levels.

- Strong analytical and problem-solving abilities, facilitating rapid diagnosis and resolution of complex technical issues.

- Ability to work effectively in a fast-paced, dynamic environment, adapting to changing priorities and maintaining composure under pressure.

- Bachelor's degree in Computer Science, Information Technology, or a related field.

- Must have 7 to 12 years of experience in IT operations, with a focus on incident management and service restoration.