Major Incident Manager

Job Description

Key Responsibilities

Team Leadership & Operational Management

• Lead and mentor existing Incident management team & L1 operations support team ensuring alignment with service goals, shift coverage, and performance expectations.
• Provide technical direction, oversee workload distribution, conduct regular performance reviews, and foster a culture of continuous improvement.
• work closely with client Ops Manager ( Subha ) & drive operational readiness for 24/7 support with seamless shift handovers and on-call rotation plans.

Incident Management & Resolution

• Own end-to-end incident lifecycle including identification, triage, escalation, coordination, resolution, and closure.
• Lead major incident bridges (P1/P2), mobilizing cross-functional teams to ensure swift recovery with minimal business impact.
• Act as the central communication point for stakeholders during incidents, providing timely updates and final RCA reports.
• Ensure all incidents are logged, categorized, and handled per defined SLAs and ITIL processes.

Stakeholder & Vendor Collaboration

• Work with cross-functional teams including Mobile Banking SRE, QA, L3 Support and external vendors to resolve issues and ensure operational efficiency.

• 12-15 years of experience in IT Operations, with 10 + years in an incident or production support leadership role.
• Proven experience managing support teams and handling major incidents in enterprise-scale 24/7 environments.
• Deep knowledge of ITIL/ITSM frameworks, with hands-on experience using ServiceNow, Jira, or equivalent.
• Strong communication and coordination skills across technical and business teams.

Technical Skills

• Proficient in managing services hosted on Google Cloud Platform (GCP) and microservices-based architectures.
• Good knowledge of API & Microservices 
• Strong experience in SQL and BigQuery for data diagnostics and production support.
• Familiarity with observability and monitoring tools such as Dynatrace, Prometheus, Grafana, Elastic 
• Solid understanding of application infrastructure, distributed systems, and troubleshooting in production environments.

Key Attributes

• Customer-Centric: Demonstrates empathy and urgency in restoring services for users.
• Resilient Leader: Performs effectively under pressure and leads with confidence.
• Collaborative Partner: Works across diverse teams and stakeholder groups to drive resolution.
• Process-Oriented: Ensures consistent operations through disciplined process execution.
• Analytical Mindset: Leverages data and trends to drive improvements and prevent recurrence of issues