Lead Systems Operations Engineer - Technology Major Incident Management

Overview

Lead Systems Operations Engineer focused on Technology Major Incident Management, serving as Incident Commander for P1/P2 incidents and coordinating resolution across teams.

What you'll do

• Lead complex initiatives and provide high-level systems consultation to technology teams.
• Review and analyze escalated support issues requiring in-depth evaluation.
• Serve as primary Incident Commander for P1/P2 major incidents through restoration and closure.
• Lead and facilitate major incident bridge calls across technical teams, vendors, and business stakeholders.
• Assess incident severity, impact, urgency, and major incident criteria throughout the lifecycle.
• Maintain real-time incident documentation, timelines, impact assessments, and recovery updates.
• Lead Post-Major Incident Reviews and root cause analysis to identify improvements and corrective actions.

What you'll need

• 5+ years of Systems Engineering and/or Technology Architecture experience (or equivalent).
• 5+ years experience in Major Incident Management, Production Support, or IT Service Management.
• Strong experience with major incident triage, monitoring tools, escalation frameworks, and command center operations.
• Strong knowledge of ITIL Incident Management principles and service management frameworks.
• Proven experience leading customer-impacting and regulatory-sensitive incidents.
• Proven ability to lead complex incident bridge calls across multiple technical towers, vendors, and stakeholders.
• Ability to operate effectively in a 24x7, high-pressure environment.

Details

• Location: Bengaluru, India.