Technical Lead - Incident / Process Management

Role : Technical Lead - Incident / Process Management

Experience : 8 Years

Location : Bangalore

Role Overview :

Lead day-to-day operations of the India team, ensure ITIL processes are followed, manage incidents, coordinate with L1 / L2 engineers, and act as the main technical point of contact for global customers.

Key Responsibilities :

• Drive operational processes (incident, change, problem management).
• Lead cross-domain incidents and operational crisis management.
• Ensure proactive service operations and continual improvement initiatives.
• Coordinate team schedules to cover 24x7 support.
• Coach L1 / L2 engineers in technical and behavioral skills.
• Manage relationships with partner companies and escalations.
• Conduct root cause and impact analyses for major incidents.

Skills & Qualifications :

(ref : hirist.tech)