About the Role
Drive rapid incident response by initiating and managing MIM bridges. Ensure severity assessment, impact validation, and proper incident categorization. Coordinate with L2/L3 engineers, vendors, and crossfunctional teams until resolution.
Responsibilities
- RealTime Communication & Stakeholder Updates
- Provide concise, timebound updates using globally accepted communication cadence (e.g., every 15/30/60 minute depending on severity).
- Maintain transparency and accuracy in all business and leadership updates.
- Act as the single point of contact during outages.
- Incident Lifecycle Management
- Maintain complete incident documentation: timeline, impact, actions, and restoration steps.
- Ensure adherence to global SLAs and incident response KPIs (MTTA, MTTR).
- Ensure prompt escalations (technical, managerial, and vendor-level) based on impact.
- PostIncident Review (PIR) & RCA Governance
- Conduct structured PIR meetings using global templates and standards.
- Ensure proper RCA documentation using industry practices like 5 Whys / Fishbone.
- Track and close corrective and preventive actions with accountable teams.
- Identify trends and contribute to Problem Management.
- Process Governance & Continuous Improvement
- Ensure strict adherence to global MIM policies, escalation matrix, and communication standards.
- Refine the MIM process based on recurring patterns and enterprise best practices.
- Train teams on MIM process readiness, bridge etiquette, and communication protocols.
Qualifications
- 610 years of experience in IT operations with 3+ years of experience in MIM.
- Strong understanding of the ITIL framework (ITIL certification preferred).
- Experience in enterprise-scale operations, command centers, or global service environments.
Required Skills
- Strong leadership in high-pressure situations.
- Excellent communication and stakeholder handling.
- Ability to coordinate across Infrastructure, Network, Cloud, and Application teams.
- ITSM tool expertise (ServiceNow, Remedy, etc.).
- Strong analytical and decision-making skills.
- Data Microsoft O365 Suite.
Preferred Skills
- Calm, structured, and composed during outages.
- High ownership, accountability, and urgency.
- Customercentric and solutionoriented approach.
Equal Opportunity Statement
We are committed to diversity and inclusivity.
Regards,
Chetan Gurudev
[Confidential Information]
