Major Incident Manager (24*7 environment)

Lead and coordinate resolution of major IT incidents across the organization, actively directing internal teams and third-party suppliers to ensure prompt resolution and SLA compliance.

Manage and develop the Major Incident Coordinator team, including overseeing a 24x7 on-call shift model and setting standards for incident handling and communication quality.

Drive root cause analysis and continuous improvement initiatives for major incidents, prepare executive updates using AI tools, and maintain operational dashboards for real-time incident monitoring.

Minimum 8+ years of IT experience with proven leadership in major incident management and live bridge call influence.

Advanced proficiency in Jira (preferably JSM) and strong command of ITIL framework and incident management best practices.

Experience using AI assistants (Copilot/Claude) for drafting reports, updates, dashboards, and analysis.

Willingness to work in shifts to support 24x7 major incident coverage.

Experienced in leading high-severity IT incidents in complex, multi-stakeholder environments with cloud and application integration technologies (AWS, middleware, data centers, networks).

Effective, diplomatic communicator capable of managing escalations and collaborating across global time zones and cultures.

Proven ability to manage a small team with a hands-on, ownership-driven approach and professional stakeholder engagement under pressure.