Lead Systems Operations Engineer - Technology Major Incident Management
On-siteBengaluru, Karnataka, India
Job Summary
Lead complex, broad impact initiatives including provision of high-level systems consultation for technology teams. Serve as the primary Incident Commander for Major Incidents (P1/P2) from identification through restoration, leading bridge calls and coordinating cross-functional teams to drive timely resolution. Assess incident severity, establish ownership and action plans, and provide concise executive communications while maintaining control of incident calls. Lead Post-Major Incident Reviews and root cause analysis to drive corrective actions and improve service stability. Partner closely with Technology Command Centre teams and mentor junior Incident Managers to enhance operational excellence.
Required Qualifications
- 5+ years of Systems Engineering, Technology Architecture experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field
Desired Qualifications
- 5+ years of experience in Major Incident Management, Production Support, or IT Service Management
- Strong experience with major incident triage, monitoring tools, escalation frameworks, and command center operations
- Strong knowledge of ITIL Incident Management principles and service management frameworks
- Proven experience leading customer-impacting and regulatory-sensitive incidents
- Demonstrated hands-on experience leading complex incident bridge calls involving multiple technical towers, vendors, and stakeholders
- Excellent verbal and written communication, executive communication, facilitation, and stakeholder management skills
- Experience interacting with senior leadership and executive stakeholders during critical outages
- Proven ability to make decisions under pressure and maintain control during high-impact situations
- Ability to operate effectively in a 24x7, high-pressure environment
- Experience in financial services or large regulated enterprises preferred
- Experience as a Technical Writer or Technical Project Manager
- Experience working in organizations with a large-scale IT footprint
- Experience managing incidents across infrastructure, cloud, network, application, database, and end-user technology domains
- Experience working with ServiceNow or equivalent ITSM platforms
- Experience working with Microsoft Teams or equivalent collaboration tools
- Experience in data analysis and reporting using Power BI, Excel, and similar tools
- Experience building dashboards using Grafana, Splunk, or equivalent monitoring platforms
- Working knowledge of Windows and Linux Server OS, networking, routing topology, and IT support fundamentals
- Understanding of physical and virtual server technologies
- Experience working with cloud technologies
- Experience working in an Agile environment
- Ability to analyze incident trends and drive service stability improvements
- Experience mentoring or coaching junior team members is an advantage
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