Lead Consultant (Remote)

The Major Incident Manager is responsible for leading and coordinating the response to high-priority (P1/P2) incidents within the organization. This role requires close collaboration with technical teams, clients, and third-party vendors to ensure swift resolution of critical incidents, minimal business impact, and timely communication to stakeholders. The successful candidate will drive continuous improvement in incident management processes and enhance service reliability.

Key Responsibilities

Incident Response: Lead the end-to-end management of major incidents (P1/P2), ensuring timely resolution in line with SLAs.

Coordination: Engage and coordinate with internal technical teams, third-party vendors, and client stakeholders during incidents.

Bridge Management: Set up and manage incident bridge calls, ensuring effective communication and collaboration among all involved parties.

Communication: Provide clear, concise, and regular updates to internal teams, senior management, and clients on incident status, impact, and resolution timelines.

Post-Incident resolution activities:

• Verify that the incident is resolved, and services are restored to normal, then update the ticket accordingly.

Process Improvement: Identify trends, develop action plans, and drive continuous improvement in Major incident management processes.

Escalation Point: Act as the key escalation point for unresolved incidents, ensuring appropriate resources are engaged to resolve issues promptly.

Documentation: Maintain detailed incident records, including timelines, actions taken, and resolution outcomes.

Collaboration: Work closely with Problem Management and Change Management teams to ensure long-term resolutions and service stability.

Client Relationship Management: Maintain strong relationships with clients, ensuring a high level of satisfaction through effective communication and adherence to SLAs.

Experience

Required Qualifications:

6+ years of experience in IT Service Management, with at least 3 years in Major Incident Management or a similar role.

Experience in managing large-scale, high-pressure incidents across multiple IT disciplines (infrastructure, applications, network, etc.).

Skills

Strong understanding of ITIL principles and best practices (ITIL certification preferred). Especially, Incident and Major Incident management methodologies and best practices.

Ensure consistently adheres to the established Incident Management Process and practices.

Effective communication and collaboration within the team and with other stakeholders, such as clients, vendors, and internal departments.

Ability to remain calm under pressure and manage multiple priorities simultaneously.

Proficiency in using ITSM tools (e.g., ServiceNow, Jira, etc.).

Focus on delivering exceptional customer service and maintaining a high level of customer satisfaction

Ability to work independently on generating reports.

Ensure adherence to ways of working, company policies, industry standards, and regulatory requirements. This includes data security, privacy, and compliance-related matters.

Efficiently handle unplanned and urgent tasks, ensuring they are completed wihout compromising scheduled activities. Helping other teams such as Quality, Audit, Project Management with any P1/P2 incident information.

Ensure timely completion of assigned tasks and projects, meeting deadlines consistently.

Ensure compliance with all aspects of the SLA, including response times, resolution times, and other metrics.

Preferred Qualifications

Experience working in a 24×7 operational environment.

Previous experience with infrastructure and Application issues

Education

Bachelor’s degree in information technology, Computer Engineering, or a related field.