Project Role : Custom Software Engineer
Project Role Description : Lead the effort to design, build and configure applications, acting as the primary point of contact.
Must have skills : Critical Incident Management
Good to have skills : Service Integration and Management (SIAM)
Minimum 3 year(s) of experience is required
Educational Qualification : 15 years full time education

Summary: We are seeking an experienced Critical Incident Manager to oversee and lead the management of high-severity incidents, ensuring swift resolution and minimal business impact. The ideal candidate will act as a Subject Matter Expert (SME) in Major Incident Management, possessing strong leadership, communication, and problem-solving skills. This role requires close collaboration with cross-functional teams and the ability to make key decisions under pressure. Experience in ITIL-based environments and familiarity with Service Integration and Management (SIAM) practices is highly desirable. Roles & Responsibilities: Act as a Subject Matter Expert (SME) for Critical/Major Incident Management processes. Lead, coordinate, and manage the incident management team to ensure performance and alignment with business objectives. Take ownership of team decisions, driving accountability and high standards. Collaborate with cross-functional teams (technical, business, and vendor) to resolve incidents swiftly and efficiently. Facilitate decision-making during incident bridges and drive the resolution process to conclusion. Provide innovative solutions to recurring problems both within the immediate team and across multiple teams. Facilitate training sessions, knowledge-sharing, and development plans to upskill team members. Monitor and analyze incident trends and performance metrics to proactively improve response strategies. Drive continual service improvement (CSI) initiatives and post-incident review (PIR) processes. Ensure proper documentation and adherence to SLAs, escalation paths, and governance protocols. Professional & Technical Skills: Must-Have Skills: 3+ years of hands-on experience in Critical / Major Incident Management. Proven ability to lead incident bridges, engage stakeholders, and drive resolution during high-pressure situations. Deep understanding of ITIL frameworks, particularly in incident, problem, and change management. Strong decision-making skills and the ability to remain composed under stress. Excellent verbal and written communication skills for engaging with stakeholders at all levels. Good-to-Have Skills: Knowledge and experience in Service Integration and Management (SIAM). Familiarity with ITSM tools such as ServiceNow, BMC Remedy, or equivalent. Experience working in large-scale enterprise or multi-vendor environments. Additional Information: - The candidate should have minimum 3 years of experience in Critical Incident Management. - This position is based at our Bengaluru office. - A 15 years full time education is required.

15 years full time education

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