Sr Technical Consultant - Incident Management, ITIL, ITSM, ServiceNow, Monitoring

Scope:

We are seeking a highly experienced Senior Major Incident Manager (8–12 years) to lead and oversee the management of high-severity incidents across complex IT environments. The ideal candidate will have extensive experience in IT operations, ITIL-aligned service management, and cross-functional coordination, ensuring minimal business impact and rapid restoration of services.

Our current technical environment:

• Incident management in multi-cloud environments (Azure, AWS, GCP).
• Experience with hybrid infrastructure (on-prem + cloud).
• Understanding of cloud-native monitoring tools (CloudWatch, Azure Monitor, GCP Operations Suite).
• Exposure to containerized platforms (Kubernetes, OpenShift, Docker).
• Familiarity with DevOps/SRE practices (CI/CD, automation, “observability as code”).
• Managing incidents in SaaS, PaaS, and IaaS enterprise environments.
• Knowledge of cloud security, compliance, and governance impacts during incidents.

What you’ll do:

• Major Incident Leadership: Serve as the primary owner and decision-maker for all high-severity incidents, coordinating across multiple technical teams, vendors, and business stakeholders.
• End-to-End Incident Management: Manage the complete lifecycle of major incidents—from identification and logging to resolution and closure—ensuring adherence to SLAs and operational best practices.
• Stakeholder Communication: Provide timely, clear, and accurate updates to senior management, business leaders, and external stakeholders during critical incidents.
• Root Cause Analysis & Continuous Improvement: Lead post-incident reviews, identify systemic issues, recommend preventive measures, and implement process improvements to reduce recurrence.
• Process Governance: Define and enforce incident management processes, policies, and best practices across the organization, ensuring compliance with ITIL frameworks.
• Team Leadership & Mentorship: Guide and mentor Major Incident Managers, L2/L3 support teams, and other operational staff on effective incident handling and crisis management.
• Proactive Risk Management: Collaborate with monitoring, infrastructure, and cloud teams to identify potential service-impacting risks and implement proactive mitigation strategies.
• Reporting & Metrics: Maintain dashboards, KPIs, and metrics to track incident trends, team performance, and continuous service improvement.

What we are looking for:

• 5– 8 years of experience in IT operations, service management, or incident management roles, with significant exposure to major incident handling.
• Deep understanding of ITIL processes, especially incident, problem, change, and service continuity management.
• Proven experience managing high-impact, enterprise-wide incidents in complex, multi-cloud or hybrid IT environments.
• Exceptional communication, stakeholder management, and crisis coordination skills.
• Strong analytical, problem-solving, and decision-making abilities under high-pressure situations.
• Demonstrated leadership experience, with the ability to drive cross-functional teams during critical incidents.
• Experience with enterprise monitoring, ticketing, and alerting tools (e.g., ServiceNow, Jira, Splunk, OpsGenie, SolarWills).
• Preferred Skills:
• Experience with cloud platforms (Azure, AWS, GCP) and hybrid infrastructure.
• ITIL Intermediate or Expert certification.
• Knowledge of automation, orchestration, and incident management dashboards.
• Experience in stakeholder reporting to C-level executives.
• Exposure to compliance, audit, and regulatory requirements for IT operations.