Job Description

Job Summary

Job Summary : Provide strategic leadership and governance for incident management, owning major incidents, complex escalations, and continuous improvement to ensure minimal business impact and high service reliability.

Job Responsibilities : Own end‑to‑end Incident Management process across the organizationrnAct as final escalation point for critical and complex incidents (P1/P2 / Major Incidents)rnLead Major Incident (MI) bridges, decision‑making, and cross‑tower coordinationrnEnsure timely communication to stakeholders and leadership during incidentsrnDrive root cause alignment with Problem Management and Engineering teamsrnDefine, monitor, and improve incident KPIs, SLAs, SLOs, and MTTRrnEnsure adherence to ITIL processes, SOPs, and governance standardsrnIdentify trends, systemic issues, and drive preventive and automation initiativesrnMentor L1/L2 Incident Managers and ensure operational readinessrnLead post‑incident reviews (PIRs) and track corrective actions

The Tools & Automation Engineer plays a crucial role in enhancing operational efficiency through the development and maintenance of automation tools. This position focuses on asset management and ITIL processes, ensuring that all solutions align with organizational standards for quality and cost. The engineer will work collaboratively to deliver high-quality code and support existing projects while responding to client requests.

Key Responsibilities

1. Ensure On-Time Resolution And Quality Compliance Of Escalated Incidents By Utilizing Itil Frameworks And Incident Management Best Practices, Adhering Strictly To Agreed Slas.
2. Mentor Administrators And Team Members By Preparing Standard Operating Procedures And Maintaining Effective Documentation, While Actively Engaging In Knowledge Sharing Within The Team.
3. Validate Change Order Implementation Plans And Ensure Compliance With Human Error Protocols, While Contributing To Capacity Planning Initiatives To Optimize Resource Allocation.
4. Foster Positive Customer Relationships By Actively Participating In Customer Meetings To Understand Issues And Provide Solutions That Enhance Overall Satisfaction.
5. Conduct Thorough Analyses, Including Root Cause And Trend Analyses, And Prepare Reports To Present Findings To Key Business Stakeholders, Supporting Continuous Performance Improvement.

Skill Requirements

1. Strong Understanding Of Incident Management Principles And Itil Best Practices
2. Proficiency In Service Management Tools Such As Servicenow, Bmc Remedy, Or Ca Service Desk
3. Excellent Analytical Skills For Conducting Root Cause And Trend Analyses
4. Effective Communication And Presentation Skills To Engage With Stakeholders

Other Requirements

1. Itil Foundation Certification Is Preferred
2. Servicenow Administrator Certification Is Optional But Valuabl

Skill Requirement : ITIL 4 Incident & Major Incident Management (Expert level)rnCrisis management and executive communicationrnStrong understanding of IT infrastructure, applications, and cloud operationsrnAnalytical skills for incident trend analysis and reportingrnTool expertise (ServiceNow or equivalent ITSM platforms)

Other Requirement : Calm decision‑making under pressurernStrong stakeholder and leadership managementrnInfluencing cross‑functional teamsrnExcellent verbal and written communicationrnCoaching and governance mindset