Operations Engineer

Overview

Lead the end-to-end management of high-impact incidents and escalations, restoring services quickly while minimizing business disruption. The role focuses on critical incident leadership, stakeholder coordination, operational decision-making, and continuous service improvement.

What you'll do

• Lead major incident and escalation management, including bridge initiation, communication, decision facilitation, and closure.
• Coordinate incident triage, impact assessment, and recovery across resolver groups and support teams.
• Communicate proactively with clients, stakeholders, and leadership during incidents and service disruptions.
• Design workarounds and permanent fixes using product, infrastructure, and service knowledge.
• Manage incidents to meet SLA commitments and response timelines.
• Drive post-incident reviews, root cause analysis, and continuous improvement initiatives.
• Maintain ITIL-based incident, problem, and change management governance.

What you'll need

• At least 3 years of experience in Critical Incident Management.
• Strong proficiency in Infrastructure Service Management.
• Hands-on experience in Major Incident Management.
• Knowledge of IT infrastructure, applications, and service management principles.
• Experience with incident, problem, and change management processes.
• Knowledge of ITIL frameworks and best practices.
• 15 years of full-time education.

Details

• Location: Gurugram.
• Based at the Gurugram office.