Sr Technical Consultant - Major Incident Manager, ITIL Certified

Scope:

Sr. Incident Manager acts as the point of escalation for infrastructure operations, responsible for handling complex issues, driving root cause analysis, and implementing long-term solutions. This role also contributes to infrastructure design, optimization, and strategic initiatives, while mentoring L1/L2 teams and ensuring adherence to best practices.

Our current technical environment:

• Microsoft Azure

• VMware ESXi

What you’ll do:

• Serve as the technical escalation point for critical incidents and cross-domain issues.

• Lead the bridge calls and handle incidents end to end.

• Cross functional collaboration.

• Perform deep-dive troubleshooting, root cause analysis (RCA), and long-term fixes for recurring problems.

• Lead infrastructure upgrades, migrations, and complex changes across compute, storage, network, and cloud environments.

• Work closely with L3 and architecture teams on solution design, providing operational insights and recommendations.

• Drive process improvements and establish advanced SOPs, runbooks, and knowledge-sharing documents.

• Collaborate with security and compliance teams to enforce governance and risk mitigation.

• Engage with vendors for escalations, patch management, and advanced product support.

• Contribute to capacity planning, performance benchmarking, and cost optimization efforts.

What we are looking for:

• Bachelor’s degree in IT/Computer Science/Electronics (preferred) or equivalent diploma. (Immediate Joiners Preferred)

• 5–8 years of experience in infrastructure support/engineering roles.

• Minimum 5-6 years experience in major incident management, leading and handling bridge calls end to end.

• SLA, Risk management, problem and change management and stakeholder management.

• Relevant certifications (e.g., Microsoft, Red Hat, VMware, CCNA, ITIL Intermediate) are highly desirable.

• Expertise in at least two core domains (e.g., Windows/Linux servers, virtualization, storage/backup, networking, cloud).

• Strong troubleshooting and analytical skills for complex, multi-layered issues.

• Experience with scripting/automation (PowerShell, Python, Ansible, Terraform, etc.).

• Familiarity with enterprise monitoring, ITSM, and infrastructure orchestration tools.

• Good understanding of ITIL processes with experience driving problem/change management.

• Strong communication and collaboration skills to coordinate across teams.

• This role involves rotational shifts, including night shifts, to provide 24/7 application support.

• Flexibility to work weekends and public holidays as per shift schedule.

• Ability to handle responsibilities independently during off-hours.

Our Values

If you want to know the heart of a company, take a look at their values. Ours unite us. They are what drive our success – and the success of our customers. Does your heart beat like ours? Find out here: Core Values

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.