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Niche senior incident leadership, ITIL and 24x7 requirements reduce applicant pool.
Skills (incident management, ITIL, cloud) are transferable across industries, but require domain experience.
Explicit 8+ years, ITIL, Jira, AWS and managerial requirements enforce strict filters.
Lead major incident management including chairing bridge calls and driving resolution across global teams.
Own end-to-end escalation management ensuring SLA compliance and proactive breach risk management for business-critical incidents.
Manage and develop the Major Incident Co-ordinator team, enforce ITIL-aligned processes, lead root cause analysis, and deliver operational reporting and executive updates using AI tools.
8+ years IT experience with demonstrable major incident leadership and handling high-severity incidents.
Advanced proficiency in Jira (preferably Jira Service Management) and strong command of ITIL framework and incident management best practices.
Experience working in 24x7 shift environments supporting major incident coverage.
Strong English communication skills (written and verbal) and experience collaborating across multiple time zones.
Experienced leader comfortable making decisions and directing teams under high-severity incident pressure in a global environment.
Technically knowledgeable across application integration, AWS/cloud services, middleware, data centres, networks, and databases to support complex incidents.
Proficient user of AI tools (Copilot/Claude) for incident reporting and communication, with a hands-on ownership approach to managing incident processes and continuous improvement.