Chief Crisis Responder

2 weeks ago

Mumbai, Maharashtra, India beBeeIncident Full time ₹ 1,00,00,000 - ₹ 2,00,00,000

Job Title: Critical Incident Resolution Lead

 

Job Summary:

We are seeking a seasoned professional to lead and coordinate the resolution of critical IT incidents within a high-availability data center environment. The ideal candidate will have strong experience in incident response, ITIL processes, cross-functional coordination, and communication across technical and business teams.

 

Key Responsibilities:

  • Own and manage the end-to-end incident management lifecycle for infrastructure and service-related issues in the data center.
  • Act as the single point of contact (SPOC) during high-priority (P1/P2) incidents, ensuring timely communication, coordination, and escalation.
  • Drive incident resolution by engaging appropriate technical teams across network, server (Windows/Linux), storage, virtualization (VMware), and application domains.
  • Facilitate bridge calls and war rooms for critical incidents, ensuring effective collaboration and real-time updates.
  • Document incident timelines, impact analysis, and resolution steps accurately in the ITSM system (e.g., ServiceNow, BMC Remedy).
  • Ensure all incidents are resolved within agreed SLAs and escalate to management when SLA breaches are imminent.
  • Conduct post-incident reviews (PIRs) and root cause analysis (RCA), ensuring lessons learned are identified and addressed through problem management.
  • Track and report key incident metrics (MTTR, incident trends, recurrence rates) and provide insights for continuous improvement.
  • Collaborate with change, problem, and service desk teams to align operational processes and reduce incident volume.
  • Maintain a knowledge base of known issues, workarounds, and standard operating procedures.
  • Participate in on-call rotation and be available during non-business hours for major incident response as needed.

Required Skills and Qualifications:

Essential Qualifications:

  • Bachelor's degree in Computer Science, IT, or related discipline (or equivalent experience).
  • 3-5 years of experience in IT operations, with at least 2 years in an incident management role within a data center or NOC environment.
  • Strong understanding of infrastructure technologies: Windows/Linux servers, VMware, networking, firewalls, storage systems, monitoring tools.
  • Proven experience with ITIL framework, especially Incident, Problem, and Change Management processes.
  • Excellent communication, coordination, and leadership skills.
  • Strong documentation and reporting abilities.

Preferred Qualifications:

Desirable Qualifications:

  • ITIL v3/v4 Foundation or Intermediate certification.
  • Experience with major incident management tools (e.g., ServiceNow Major Incident Module, PagerDuty).
  • Familiarity with high-availability and disaster recovery procedures.
  • Experience working in Tier III or Tier IV data center environments.
  • Exposure to cloud and hybrid infrastructure (Azure, AWS) is a plus.

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