Critical Incident Response Lead

🚀 New Opportunity – L2 Incident Coordinator 🚀

Location : Hyderabad

Duration : 12 Months - extendable

Shift : Rotational Shift

SOW :

Major / Critical Incident Manager

Function : IT

Location : Hyderabad, India

Roles and Responsibilities

• Manage Major IT Incidents across multiple platforms and technologies throughout the organization.
• Drive conference bridges / chats and manage communication for high-priority incidents (P1 / P2 / P3) in a 24×7 environment.
• Own end-to-end accountability of major incidents with business, financial, regulatory, or reputational impact.
• Drive quick restoration of impacted services while ensuring service levels are met.
• Monitor ServiceNow queue and manage tickets assigned to the team.
• Publish timely notifications and updates for senior leadership.
• Improve efficiency and effectiveness of the Incident Management process.
• Ensure all IT teams follow the incident management processes consistently.
• Act as the shift in-charge for application and infrastructure teams, making decisions to reduce risk and ensure business continuity.
• Monitor and evaluate incident management effectiveness;

recommend improvements as needed.

Minimum Qualifications