Principal infrastructure Engineer – Technical Major Incident Manager

Overview

Principal Infrastructure Engineer (Technical Major Incident Manager) leading and coordinating P1/P2/P3 infrastructure major incident response to restore critical services and minimize business impact.

What you'll do

• Lead and manage P1/P2/P3 major incident bridge calls with cross-functional technical teams to restore services.
• Coordinate incident resolution efforts, escalations, and stakeholder communications during the incident lifecycle.
• Facilitate Post-Incident Reviews (PIRs) and Root Cause Analysis (RCA), and track corrective actions to closure.
• Publish major incident reports, trend analysis, and service improvement recommendations.
• Execute incident operations by ensuring recovery actions, escalation procedures, and response processes meet SLA targets.
• Prepare major incident reports, dashboards, and operational metrics and track KPIs such as MTTR and SLA compliance.

What you'll need

• 12+ years of experience in Technology Operations, Major Incident Management, Production Support, SRE, Network Operations, or Enterprise Technology Services.
• Proven experience managing and leading P1/P2/P3 major incidents in large-scale enterprise environments.
• Strong experience coordinating cross-functional teams across Windows, Unix/Linux, Virtualization, Network, Database, Storage, Backup, Cloud, and Security domains.
• Strong understanding of ITIL Incident, Problem, Change, and Service Management processes.
• Hands-on experience in at least three listed technology domains (e.g., Windows Server, Linux & AIX, networking, databases, storage/backup, container platforms).
• Proven experience with Problem Management, RCA, PIRs, and Continuous Service Improvement initiatives.

Details

• Role type: Hybrid.
• Location: Bangalore, India.
• Team provides 24x7 global coverage across India and the United States.