Principal Financial Services - Senior Consultant - IT Operations Management

Job Title : Senior Consultant - IT Operations Management

Experience : 12 - 18 years

Location : Hyderabad

Responsibilities :

The primary focus should be strong Problem Management skills. While familiarity and some experience with MIM is advantageous, the candidate may be required to support the MIM role only occasionally and on an as needed basis when requested.

We are looking for 12+ years of experience in IT operations management with the key responsibilities below.

Key Responsibilities :

Problem Management :

- Own and manage the end to end lifecycle of Problems, including identification, prioritization, investigation, root cause analysis (RCA), and closure.

- Facilitate major problem lookbacks following Sev1 and Sev2 incidents to identify systemic issues and prevent recurrence.

- Partner with engineering and platform teams to drive permanent corrective actions and track remediation progress.

- Analyze incident and problem trends to identify patterns, risk areas, and improvement opportunities.

- Ensure Problem records meet enterprise quality standards, including documentation, RCA completeness, and action tracking.

- Risk Assessment & Prioritization - assess the business impact and risk associated with different problems to prioritize their efforts.

- Liaison with Incident coordinators during high's everity incidents, providing leadership, structure, and coordination across technical and business stakeholders.

- Ensure timely escalation, stakeholder communication, and executive visibility during major incidents.

- Contributes to the continuous improvement of incident response models, severity definitions, and escalation processes.

- Prepare quarterly reports and present them to stakeholders.

Availability Management :

- Monitor and manage the availability of critical applications and services, ensuring alignment with defined SLOs and availability targets.

Technical & Process Skills :

- Deep working knowledge of Incident, Major Incident, Problem, Change, and Availability Management aligned to ITIL practices

- Incident Leadership & Decision Making - Maintains composure and clarity under pressure during high impact incidents

- Accountability & Ownership - Follows incidents and problems through to sustainable resolution

- Collaboration & Partnership - Works effectively across global teams and time zones

- Continuous Improvement Mindset - Actively identifies opportunities to improve.

Certifications :

- ITIL - Preferred

Diversity : Female Candidates and Women joining back the workforce