Sr. Support Engineer 1 - Major Incident Management, ITIL, L2/L3, End to End, Azure, SLA, Risk Management, ServiceNow

Scope:

• Sr. Support Engineer is responsible for defining and driving the overall infrastructure strategy, architecture, and roadmap. This role ensures that infrastructure solutions are scalable, secure, cost-effective, and aligned with business needs.
• As a senior technical authority, the right candidate collaborates with leadership, engineering, and operations teams to design solutions, establish standards, and oversee major transformation initiatives across compute, storage, networking, security, and cloud environments.

Position Title:

• Senior Major Incident Manager/ L3 Major Incident Manager.

What you’ll do:

• Major Incident Leadership: Serve as the primary owner and decision-maker for all high-severity incidents, coordinating across multiple technical teams, vendors, and business stakeholders.
• End-to-End Incident Management: Manage the complete lifecycle of major incidents—from identification and logging to resolution and closure—ensuring adherence to SLAs and operational best practices.
• Stakeholder Communication: Provide timely, clear, and accurate updates to senior management, business leaders, and external stakeholders during critical incidents.
• Root Cause Analysis & Continuous Improvement: Lead post-incident reviews, identify systemic issues, recommend preventive measures, and implement process improvements to reduce recurrence.
• Process Governance: Define and enforce incident management processes, policies, and best practices across the organization, ensuring compliance with ITIL frameworks.
• Team Leadership & Mentorship: Guide and mentor Major Incident Managers, L2/L3 support teams, and other operational staff on effective incident handling and crisis management.
• Proactive Risk Management: Collaborate with monitoring, infrastructure, and cloud teams to identify potential service-impacting risks and implement proactive mitigation strategies.
• Reporting & Metrics: Maintain dashboards, KPIs, and metrics to track incident trends, team performance, and continuous service improvement.

What we are looking for:
 

• We are seeking a highly experienced Senior Major Incident Manager (5–9 years) to lead and oversee the management of high-severity incidents across complex IT environments. The ideal candidate will have extensive experience in IT operations, ITIL-aligned service management, and cross-functional coordination, ensuring minimal business impact and rapid restoration of services.
• 5–9 years of experience in IT operations, service management, or incident management roles, with significant exposure to major incident handling.
• Deep understanding of ITIL processes, especially incident, problem, change, and service continuity management.
• Proven experience managing high-impact, enterprise-wide incidents in complex, multi-cloud or hybrid IT environments.
• Exceptional communication, stakeholder management, and crisis coordination skills.
• Strong analytical, problem-solving, and decision-making abilities under high-pressure situations.
• Demonstrated leadership experience, with the ability to drive cross-functional teams during critical incidents.
• Experience with enterprise monitoring, ticketing, and alerting tools (e.g., ServiceNow, Jira, Splunk, OpsGenie, SolarWinds).
• Preferred Skills:
• Experience with cloud platforms (Azure, AWS, GCP) and hybrid infrastructure.
• ITIL Intermediate or Expert certification.
• Knowledge of automation, orchestration, and incident management dashboards.
• Experience in stakeholder reporting to C-level executives.
• Exposure to compliance, audit, and regulatory requirements for IT operations.

Our Values

If you want to know the heart of a company, take a look at their values. Ours unite us. They are what drive our success – and the success of our customers. Does your heart beat like ours? Find out here: Core Values

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.