Sr Technical Problem Management Analyst

About the Role

We are seeking a highly motivated Major Incident Manager to join our 24x7 Operations team. In this role, you will lead the management of critical incidents, coordinate cross-functional technical teams, drive service restoration, and provide timely communication to stakeholders during high-impact outages.

ITIL Certification is Mandatory.

Key Responsibilities

• Own and manage major incidents from identification to service restoration.
• Lead incident bridge calls and coordinate resolver teams.
• Drive timely escalations and ensure rapid recovery of business-critical services.
• Provide regular updates to customers, stakeholders, and leadership teams.
• Facilitate post-incident reviews and track improvement actions.
• Maintain accurate incident records and reporting within ITSM tools.

Required Skills

• 5+ years of Incident or Major Incident Management experience.
• Strong understanding of ITIL Incident Management processes.
• Experience managing critical incidents in enterprise environments.
• Excellent communication, stakeholder management, and leadership skills.
• Familiarity with ServiceNow and monitoring tools is preferred.
• Ability to work in a rotational 24x7 shift environment.

What We're Looking For

• Calm and decisive under pressure.
• Strong problem-solving and coordination skills.
• Customer-focused with a sense of urgency.
• Ability to influence and collaborate across technical and business teams.