Critical Incident Resolution Specialist

4 weeks ago


Mumbai, Maharashtra, India Jio Full time
Job Description:

This role oversees critical incidents impacting clients on production or financial environments.

The Incumbent will lead incident management, coordinating action plans, ETAs, and follow-ups to accelerate recovery and mitigate business impact.

Main duties include:

  • Coordination and management of incident management process activities
  • Escalation of risks and issues to the incident management process owner
  • Liaising with technical stakeholders, management, and senior management during crisis situations
  • Problem resolution of complex problems relating to cloud platform dev-ops issues, product or service installation, hardware or software issues, operations, performance, or other IT-related aspects

Required expertise includes:

  • Knowledge of hardware and software products (cloud dev-ops, OS, DB, application, storage, and network systems)
  • At least 3 years' experience in service management
  • At least 3 years' experience in client-facing roles
  • English fluency and ITIL certification (preferred)

This role requires critical thinking, problem-solving, leadership, ownership, and accountability.



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