Major Incident Manager

Desired Experience Range: 5 - 8 years

Location of Requirement: Bangalore

Must Have:

• 5+ years of experience in a 24x7 IT call center or helpdesk role, with 2+ years of experience in a 24x7 IT Major Incident, Problem, or Change Management role
• Strong knowledge and hands-on experience with ITSM tools such as ServiceNow, PagerDuty, and JIRA
• Hands-on experience fulfilling user service requests and troubleshooting front-line technical issues
• Proven ability to lead during high-pressure, mission-critical incidents
• Excellent organizational, analytical, and communication skills for presenting needs, challenges, and solutions to teams, partners, and stakeholders, as well as driving critical incidents to resolution
• Ability to deliver high-quality results in a heavy multitasking environment
• ITIL v3 or ITIL v4 Foundation Certification
• Experience with observability tools such as DataDog, BigPanda, Conviva, Grafana, Splunk
• Experience leading peers as well as working with minimal supervision