Sr Technical Consultant

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 SolarWinds 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 Our Values If you want to know the heart of a company take a look at their values Ours unite us They are what drive our success - and the success of our customers Does your heart beat like ours Find out here All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin disability or protected veteran status