Your Role

Lead and manage the end-to-end lifecycle of Major Incidents (P1/P2) within a global enterprise environment.
Act as the Incident Commander during critical service disruptions, driving incident bridge calls, coordinating cross-functional technical teams, and ensuring rapid service restoration.
Assess business impact, prioritize incidents, and execute escalation procedures in alignment with ITIL best practices.
Facilitate incident response activities across infrastructure, network, application, cloud, security, and vendor teams.
Provide timely updates and executive communications, translating technical issues into business-focused impact statements.
Lead Post Incident Reviews (PIRs), Root Cause Analysis (RCA), and Problem Management activities to identify corrective and preventive actions that improve operational resilience

Your Profile

6 to 12 years of experience in Major Incident Management, IT Service Management, or Technology Operations within enterprise environments.
Strong experience managing P1/P2 incidents, crisis situations, and business-critical service outages.
Hands-on expertise in leading major incident bridge calls, stakeholder communication, escalation management, and service restoration activities.
Good understanding of ITIL Incident Management, Problem Management, Change Management, and Operational Governance processes.
Experience with ServiceNow Incident and Problem Management modules, reporting, dashboards, and SLA tracking.
Proven experience conducting Root Cause Analysis (RCA), Post Incident Reviews (PIR), trend analysis, and driving corrective action plans.

Lead critical incident response activities that directly impact business continuity and customer experience.
Work with global technology teams across infrastructure, cloud, security, applications, and operations.
Expand your expertise in Major Incident Management, Problem Management, ServiceNow, ITIL practices, and operational governance.
Gain exposure to complex enterprise environments, cloud technologies, and mission-critical systems supporting global clients.
Build a rewarding career with clear growth opportunities in Service Management, Technology Operations Leadership, and Enterprise Governance roles.
Be part of a diverse, inclusive, and collaborative workplace that encourages innovation, learning, and professional development.