Senior TechOps, ITSM, Incident Management

This is a fully remote position, open to applicants in India.

📋 Description

• Oversee the incident management process for application services, ensuring the swift resolution of critical incidents.

• Promote service stability and operational excellence by facilitating coordination among various teams.

• Assist in managing the incident lifecycle within a global delivery framework.

• Work closely with stakeholders and technical teams to improve service reliability.

• Keep incident documentation, runbooks, and standard operating procedures (SOPs) up to date.

• Conduct trend analysis on incidents and collaborate with the Problem Management team.

⛳️ Requirements

• A Bachelor’s degree in Computer Science, Information Technology, or a related discipline.

• Between 5 to 10 years of experience in Incident Management or Application Support.

• Proven experience in managing major incidents (P1/P2) and overseeing Incident Management.

• Experience leading a moderately sized team (5-15 full-time equivalents) across different locations in an onshore-offshore setup.

• Solid understanding of ITIL / ITSM methodologies.

• Familiarity with enterprise applications or SaaS platforms.

• Experience in cloud or distributed environments is advantageous.

• Excellent communication and stakeholder management abilities.

• Capacity to work within 24x7 global teams.

• Background in collaborating with cross-functional teams and vendors.

• A strong analytical mindset with an emphasis on continuous improvement.

• Exposure to monitoring, automation, and AIOps is beneficial.

🏝️ Benefits

• Health insurance

• Professional development opportunities

• Flexible working hours