Senior Major Incident Manager - Datacenter/Cloud Operations

Job Title : Senior Major Incident Manager

Location : Delhi, India

Experience : 46 Years

Shift : APAC & UK Shift (No Night Shift)

Job Type : Contract for one year

Job Summary :

We are seeking a highly skilled Senior Major Incident Manager to lead and manage critical (P1 / SEV-1) incidents across enterprise IT environments.

The ideal candidate will have strong experience in Data Center and Cloud operations, along with a solid understanding of ITIL processes, ensuring rapid service restoration and minimal business impact.

Key Responsibilities :

- Act as the Incident Commander for all Major / Critical (P1 / SEV-1) incidents across enterprise IT services

- Lead the end-to-end Major Incident lifecycle : detection, declaration, triage, stabilization, restoration, and closure

- Manage and coordinate war rooms and bridge calls with cross-functional teams (infrastructure, application, network, security, vendors)

- Own and manage incidents impacting Data Center technologies including servers, storage, networks, virtualization, backup, and disaster recovery (DR)

- Handle Major Incidents across cloud platforms including Amazon Web Services (AWS), Microsoft Azure, and Google Cloud Platform

- Assess business impact quickly and prioritize recovery actions accordingly

- Provide clear, concise, and timely communication to senior leadership and business stakeholders

- Ensure adherence to ITIL-based Incident and Change Management processes

- Drive Root Cause Analysis (RCA) and Post-Incident Reviews (PIR) for all major incidents

- Track and govern corrective and preventive actions to avoid recurrence

- Collaborate with Problem, Change, and Availability Management teams to enhance service resilience

- Utilize ITSM tools such as ServiceNow, BMC Remedy, or Jira Service Management for incident tracking and reporting

- Identify recurring issues, systemic risks, and single points of failure across Data Center and Cloud environments

- Maintain and improve incident runbooks, escalation procedures, and communication templates

- Demonstrate strong leadership, decision-making, and ownership during high-pressure situations

Required Skills & Qualifications :

- 4 to 6 years of experience in Major Incident Management or IT Operations

- Strong understanding of Data Center infrastructure and Cloud technologies

- Hands-on experience managing high-severity incidents in enterprise environments

- Familiarity with ITSM tools and incident management workflows

- Excellent communication and stakeholder management skills

- Ability to work in a fast-paced, high-pressure environment

Certifications :

- Mandatory : ITIL Certification (Foundation or higher)