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.