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Mid-level, generalist incident management role with common toolset and recognizable employer increases applicant density.
Operational incident management skills are transferable across industries but require specific tooling and ITIL experience.
Mandatory 3–5 years plus ITIL and tool experience creates moderate filtering but not highly exclusive.
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Lead and own major incident management for high-severity IT incidents across complex multi-cloud or hybrid environments ensuring SLA adherence and rapid restoration.
Coordinate cross-functional technical teams, vendors, and business stakeholders while managing incident lifecycle end-to-end from identification to closure.
Drive post-incident reviews, root cause analysis, continuous improvement initiatives, and enforce ITIL-aligned incident management policies and processes.
3 to 5 years of experience in IT operations, service management, or incident management with major incident handling exposure.
Strong knowledge and practical application of ITIL frameworks, especially incident, problem, change, and service continuity management.
Experience with enterprise monitoring and ticketing tools such as ServiceNow, Jira, Splunk, OpsGenie, and SolarWinds.
Not explicitly mentioned in the JD: Mandatory degree, notice period, or onsite location requirements.
Proven capability to lead and coordinate cross-functional teams under pressure during high-impact, enterprise-wide incidents.
Experience working with cloud platforms (preferably Microsoft Azure) and hybrid infrastructure environments aligned with ITIL processes.
Skilled in stakeholder communication at senior management and C-level levels, with a focus on crisis coordination and risk mitigation.