Lead Systems Operations Engineer - Technology Major Incident Management
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Job Description
Structured overview of role & requirementsAbout This Role
Lead major incident management from identification through resolution, acting as primary Incident Commander for P1/P2 incidents.
Coordinate cross-functional teams, vendors, and stakeholders during incident bridge calls to drive timely restoration and resolution.
Develop and improve major incident management processes and perform post-incident reviews with root cause analysis to enhance service stability.
Minimum Requirements
5+ years of Systems Engineering or Technology Architecture experience or equivalent.
Strong experience in Major Incident Management or IT Service Management including incident triage, monitoring, escalation, and command center operations.
Bachelor's degree in Computer Science, IT, Engineering, or related field.
Experience with ITIL Incident Management principles and working in 24x7 high-pressure environments.
Ideal Candidate Profile
Experienced in leading complex, regulatory-sensitive incidents in large-scale or financial services environments.
Comfortable interacting with senior leadership and managing multi-team, multi-vendor incident bridges.
Skilled in technical troubleshooting, executive communication, and process improvement within Incident Management frameworks.