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Tier-2 brand plus metro location create moderate applicant competition and visibility.
Highly domain-specific incident management, network, and ITSM skills limit cross-industry transferability.
Many mandatory domain skills, certifications, and technical proficiencies required for shortlisting.
Lead major incident response for critical IT outages (P0/P1 and critical P2), managing incident bridge calls and coordinating across technical teams to restore service promptly.
Manage communication with stakeholders including business leaders and senior management, providing clear updates and managing escalation processes.
Drive post-incident activities such as reviews, root cause analysis, reporting on incident metrics, and continuous process improvements including coaching and mentorship of Incident Managers.
Experience leading major IT incident management and coordinating complex technical incidents involving networking, security, and cloud infrastructure.
Mandatory network infrastructure knowledge: enterprise LAN/WAN, routing/switching, MPLS, SD-WAN, firewalls, VPN, and related technologies.
Proficiency with ITSM tools such as ServiceNow, BMC Remedy, Jira Service Management or equivalents.
Work Experience Required: Not explicitly mentioned in the JD.
Strong technical bridge leadership skills with ability to coordinate multiple technology domains under pressure during incidents.
Experience in large-scale managed services or global enterprise IT operations with exposure to cloud platforms (Azure, AWS, GCP) and network security concepts.
Certified or working towards ITIL 4 Managing Professional, ITIL 4 Strategic Leader, PMP, PRINCE2, or relevant network/cloud certifications indicating formal process and project management expertise.